AddressGeneral Information
Req #
100014885
Career area:
Information Technology
Country/Region:
Australia
State:
New South Wales
City:
Chatswood
Date:
Wednesday, October 18, 2023
Additional Locations:
- Australia
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world's largest PC company by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 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 https://www.lenovo.com, and read about the latest news via our StoryHub.
Description and Requirements
Role Summary
Storage Technical Support Engineer is a critical member of Lenovo's Infrastructure Solution Group(ISG) Support Organization. Storage Technical Support Engineer must resolve the most complex customer problems, often collaborating with hardware Level 3 / Storage Product Engineer support teams.
Key Responsibilities
- Serve as the primary point of contact for storage and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and Product Storage engineer.
- Resolve escalation comes from Level1 agents, handle P1 or any hot case directly.
- Resolve complex, collaborative calls working with Level 3 teams and HW development teams, as well as hardware/storage problem determination and hardware services delivery providers.
- Ensure customer incident resolution at industry leading incident closure rates.
- Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
- Accurately diagnose problem severity levels and prioritize call loads appropriately.
- Recreate customer issues when needed, using logs, system management tools, and industry-standard problem resolution tools and protocols
Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.
Requirements
- Experience, Language and Certification requirements.
- Three to Five years of contact center experience in similar Intel based hardware environments.
- Prior experience as a Level 2Support Engineer.
- Three years of storage trouble shooting experience on NetApp product, or any other storage vendor products.
- Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry and the data flow.
o Networking troubleshooting skills (i.e. switch, Internet protocols)
o Software oriented troubleshooting from the Operating System level .
- Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems.
- Deep technical expertise in industry standard systems management tools.
Preferred Certifications
- Storage: NetApp NCSE, NCDA or any other storage certificate strongly preferred.
- VMware: Vmware VSAN, VCP6-DCV, VCIX6-DCV preferred.
- Microsoft: Certificate relates to Azure, MCSA and MCSE certifications. preferred (server operating systems, infrastructure, and cloud)
Additional Locations:
- Australia
- Australia
