Premier Support Engineer Job at Lenovo AU June 2022

 

Premier Support Engineer Job at Lenovo AU June 2022

We’re Looking to hire, Premier Support Engineer Job at Lenovo AU June 2022

  1. Premier Support Engineer Job
  2. Chatswood, Australia
  3. Full-Time

About Company

With highly qualified Premier Service Engineers performing sophisticated troubleshooting and end-to-end case management through issue resolution, Lenovo Premier Support offers best-in-class support. Address of the website: https://www3.lenovo.com/au/en/services-warranty/premiersupport This position at Lenovo's Premier Support, the company's highest tier of customer support for its commercial line of laptops, desktop computers, tablets, and smart office devices, is highly technical and focused on the needs of the customer.
Our elite team, based in Sydney, provides world-class service to Lenovo's Premier Support customers all around Australia and New Zealand. They were the first to introduce Premier Support to the world and are now regarded as a flagship and role model for other Premier Support teams worldwide.  You will use great customer service abilities and advanced troubleshooting techniques over the phone and email to identify problems, fix them, and, if necessary, send field engineers and components to the scene to perform NBD repairs.
To ensure the highest levels of client satisfaction, you will manage every case from beginning to end, exhibiting exceptional case management, follow-up, and communications. A group of L2 and L3 senior engineers, a devoted technical trainer and coach for quality assurance, as well as a group of technical account managers and technical support managers, will work with you to provide support. With a range of secondary and tertiary positions, including those described above and more, you will be well-positioned for personal and professional advancement as a member of a fast growing team.   Premier Support Engineer Job at Lenovo AU June 2022.

Job Responsibilities

  • This is a highly technical customer focused role within Premier Support, Lenovo’s highest-level service offering for our commercial range of laptops,desktops, tablets and smart office devices.
  • Based in Sydney, our high performing team were the first to launch Premier Support globally and are now considered a flagship and a role model for other Premier Support teams around the world, deliver best-in-class support to Lenovo’s Premier Support customers throughout Australia and New Zealand.
  • Over phone and email you will deploy advanced troubleshooting and exceptional customer service skills to diagnose and resolve faults, and where necessary, dispatch parts and field engineers to site to conduct NBD repairs.
  • You will oversee every case from start to finish demonstrating exceptional case management, follow up and communications to ensure the highest levels of customer satisfaction.
  • You will be supported by a team which includes L2 and L3 senior engineers, a dedicated Technical Trainer and Quality Assurance coach and a team of Technical Account Managers and Technical Support Managers.
  • As a member of a rapidly expanding team you will be well positioned for personal and professional growth with a variety of secondary and tertiary roles such as those mentioned above and more.

Job Requirement

  • 3+ years of experience in a similar Technical Support role
  • Applicants must be Australian Citizens or Permanent Residents
  • Experience within IT Services and Working with Field Service Providers
  • Desirable Certifications – MCSE, MCP, CCNA, A+ or qualification in a relevant field – or Industry Technical Certifications from a Tier 1 IT Vendor
  • Working knowledge of Windows OS and MS Products
  • Experience diagnosing a broad range of hardware/software faults
  • Experience supporting Desktops, Laptops and Tablets
  • High attention to detail and exceptional quality control
  • Able to problem solve and think laterally
  • Effective verbal/written communications and customer skills
  • Exceptional case ownership and ability to develop solid action plans
  • Proven ability to learn and support new and complex technologies
  • Ability to prioritise in a fast-paced, dynamic work environment

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