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This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
About The Role
This role provides advanced technical support to ensure efficient issue resolution, smooth service operations, and high customer satisfaction. The position requires deep technical troubleshooting capability, strong problemsolving skills, and the ability to support engineers in real time.
Key Responsibilities
- Provide floor support and resolve technical, process, and policy queries.
- Guide engineers on SOPs, part compatibility, and system navigation.
- Handle customer escalations both on-call and off-call.
- Conduct root cause analysis (RCA) for escalated cases and implement preventive actions.
- Manage technical KPIs and ensure alignment with organizational standards.
- Support field teams in unit collection and repeat-issue resolution.
- Collaborate with crossfunctional teams to improve service processes.
Requirements
- Degree in Information Technology, Hardware Engineering, or related field.
- Strong hands-on experience troubleshooting laptops, desktops, accessories, and peripherals.
- Excellent communication and customerservice skills.
- Ability to manage escalations and provide realtime technical guidance.
- Strong analytical and documentation skills.
Work Schedule
6 days a week (MondaySaturday), 9:00 AM 6:00 PM.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
