#### Position Description:


Lenovo is a US $50 billion global Fortune 500 company and we rank #212, and a
leader in providing innovative consumer, commercial and enterprise
technologies. Globally, our product lines include a full range of commercial
and consumer PCs, servers and workstations, and a family of mobile internet
devices including tablets and smart phones.  We design and build our products
to bring progress to the world.  Serving customers in more than 160 countries,
we take our inspiration from the drive and imagination of the people who make
things happen; our technology helps those who do, do better.

At Lenovo we employ more than 60,000 people worldwide and our people share a
common aspiration to be the very best. Whether serving our customers, working
as a team or contributing to the community, we are working to build a unique
company.  A company that delivers unparalleled products created and supported
by people with a wealth of different cultures and experiences. Our strength
lies in this diversity. We are dedicated to fostering an environment that
encourages entrepreneurism and ownership. A workplace where people's talents
can be challenged and their efforts recognized and rewarded.  We employ
fantastic people…come join the fun!


Lenovo is a US $50 billion global Fortune 500 company and we rank #212, and a
leader in providing innovative consumer, commercial and enterprise
technologies. Globally, our product lines include a full range of commercial
and consumer PCs, servers and workstations, and a family of mobile internet
devices including tablets and smart phones. We design and build our products
to bring progress to the world. Serving customers in more than 160 countries,
we take our inspiration from the drive and imagination of the people who make
things happen; our technology helps those who do, do better.

At Lenovo we employ more than 60,000 people worldwide and our people share a
common aspiration to be the very best. Whether serving our customers, working
as a team or contributing to the community, we are working to build a unique
company. A company that delivers unparalleled products created and supported
by people with a wealth of different cultures and experiences. Our strength
lies in this diversity. We are dedicated to fostering an environment that
encourages entrepreneurism and ownership. A workplace where people's talents
can be challenged and their efforts recognized and rewarded. We employ
fantastic people…come join the fun!

This is a phone based technical support role within Lenovo’s rapidly growing
Premier Support team. Working remotely and supporting both Australia and New
Zealand based customers we are looking to establish a physical presence both
in Auckland and Wellington.
While the primary function of this role will be to provide remote phone or
email based support, being position in Auckland and Wellington, successful
applicants will provide the capability of also attending customer sites if
required for face to face interaction and hands on support where needed.
As the first country worldwide to launch Premier Support our top performing
team is considered a flagship and a role model for other Premier Support teams
globally.

As a member of this team you will leverage your proven technical expertise and
skills to deliver best-in-class support to Lenovo’s Premier Support customers
throughout Australia and New Zealand.

Supported by a team of Technical Account Managers and L2/L3 engineers you will
quickly and accurately diagnose and resolve hardware or software faults across
Lenovo’s commercial THINK product range including Desktops, Laptops and
Tablets.

Over phone and email you will employ logical, methodical and efficient
troubleshooting and isolation techniques to identify faults and dispatch
engineers to site with the necessary parts and instructions to ensure a first-
time fix.

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.

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 L2 / L3 Senior Engineer, Technical Account Manager, Technical
Support Manager, Field Service Engineer and more becoming available as we
continue to grow.

#### Position Requirements:


Day to day Tasks:
• Assist customers and field engineers in diagnosing faults remotely by
employing effective troubleshooting and isolation methodologies
• Identify the cause of hardware / software faults and provide a solution
• Resolve issues via phone, email or onsite repair as appropriate
• Employ exceptional E2E case management and work with Technical Account
Managers to monitor and track issues through to resolution
• Keep customers updated at every step from start to finish
• Manage personal workload, adhere to and meet multiple KPI’s
• Complete ongoing technical training and compliance
Key Competencies:
• 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 E2E case ownership and ability to develop solid action plans
• Proven ability to learn and support new and complex technologies
• Ability to prioritize in a fast paced, dynamic work environment

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, status as a veteran, and basis
of disability or any federal, state, or local protected class.