NA Premier Technical Lead

Why Work at Lenovo

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Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 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 www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Job Overview

Lenovo Solutions and Services Group (SSG) brings together all of Lenovo’s IT solutions and services across PC, infrastructure, and smart verticals, including attached services, managed services, and as-a-Service offerings, into one dedicated organization. By providing a truly global solution that offers everything from pocket to cloud via a single contract under the TruScale brand, we’re empowering our customers to transform their vision into value.

As a Lenovo Premier Technical Lead, you will be responsible for supporting the Technical Support Specialists floors by providing technical leadership to the technical support specialists to ensure the highest level of customer satisfaction for Lenovo’s enterprise customers. You will also be expected to resolve customer software and hardware related technical issues when supporting the ticketing queue during peak times. In addition, you will be required to assist in developing and implementing training programs to support ongoing technical development of the team. This position is based in Morrisville, NC.

Job Responsibilities:

• Provide technical leadership to technical support specialist, including setting goals, providing guidance, coaching, and technical oversight.
• Manage customer expectations and communicate effectively with customers regarding technical issues and resolutions.
• Identify opportunites to improve the customer support experience, and work with internal teams to implement changes.
• Collaborate with cross-functional teams to drive customer success and ensure success implementation of Premier solutions

Basic Requirements:

• 4+ years of experience in technical support or customer-facing technical role.
• 2+ years of experience working in a Call Center type of enviroment.
• 3+ years of software support/testing of Linux, Windows OS support/deployment

Preferred Requirements:

• CompTIA Certifications (A+, Network+, Security+, etc.
• Bachelor's degree in computer science, information technology, or related field; or equivalent work experience.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and analytical skills
• Client networking hardware support experience.