Enterprise Services Support Engineer

Enterprise Services Support Engineer

General Information

Req #

WD00072297

Career area:

Services

Country/Region:

United States of America

State:

North Carolina

City:

Morrisville

Date:

Tuesday, October 8, 2024

Working time:

Full-time

Additional Locations :

United States of America – North Carolina – Morrisville

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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

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 ourStoryHub (https://news.lenovo.com/) .

Description and Requirements

The Enterprise Services Support Engineer will be responsible for:

Ensure high-level of customer satisfaction

Monitoring Premier support queues and assigning incidents before missing response time SLAs

A high focus on customer CSATs

Providing technical support through eTicketing and chat functions as a secondary “overflow” agent

Resolving complex and collaborative calls with Level 3 teams and hardware/software development teams

Documenting accurate and high-quality trouble tickets, incident reports, and knowledge base updates

Recreating customer issues using logs, system management tools, and industry-standard problem resolution tools and protocols

Ensuring customer incident resolution at industry-leading closure rates

Assigning tickets to the appropriate support engineers based on required skillsets

Basic Qualifications:

3 years of direct contact center experience as a level 2 agent in similar Intel or AMD hardware environments

3 years of solution-level troubleshooting experience for appropriate data collection and isolation

3 years of datacenter network, server, and storage troubleshooting experience.

Preferred Qualifications:

Hardware enterprise systems within a typical datacenter

Experience troubleshooting from an Enterprise solution level for appropriate data collection (logs) and problem determination.

Knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems

Microsoft MCSA and MCSE certifications in server operating systems, infrastructure, and cloud

NetApp NCDA and NCIE certifications

Knowledge of Hyperconverged Technologies such as Nutanix, Azure, VSAN, etc.

Experience with containers such as Rancher, Kubernetes, Docker, and Tanzu

Nutanix NCA, NCP-MCI, and NCM-MCI certifications a PLUS

VMware NCP-DCV, NSX, and vSAN certifications a PLUS

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.

Additional Locations :

United States of America – North Carolina – Morrisville

United States of America

United States of America – North Carolina

United States of America – North Carolina – Morrisville