Premier Technical Support Engineer

Náplň práce, právomoci a zodpovednosti:
This a technical role within the Lenovo’s Premier Technical Support team based in Bratislava, Slovakia, In this role you will be delivering best in class support to Lenovo’s Premier Support customers. Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.

In this role, you will be based in our Bratislava office with our Premier Technical Support team and directly reporting to Technical Support Manager in the UK.

Day-To-Day Tasks:

• Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation

• Identify the cause of hardware / software faults and provides a solution

• Resolve over phone or email or onsite via parts and engineer dispatch

• Work with Technical Account Management team to monitor and tracks issues to ensure speedy resolution.

• Advise & educate customers through combination of experience & guideline documentation to ensure a solution to their technical issues.

• Provide input on recurring customer problems and share that information with other technical team members when relevant.

• Monitor own ‘open case’ workload and drives to closure.

Zamestnanecké výhody, benefity:
*A multitude of professional and personal opportunities
*Charity, volunteering and other fun activates and clubs to join
*An international organization with a high focus on all types of Diversity in the team
*3 sick days per year
*Additional vacation days
*100% sick leave compensation up to 2 months per year
*A broad selection of soft / hard skills trainings and individual mentoring
*Employer contribution to the Third Pillar Pension System
*Life & life events insurance, fully covered by company 

Požiadavky na zamestnanca:
• 3+ years of experience in Client Technical Support roles.

• Experience within IT Services and Working with Field Service Providers

• Working Knowledge on Windows Operating Systems and MS Products

• Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets)

• Effective communication skills at all levels - written and verbal

• Business Fluent English