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Enterprise Technical Support Specialist

2 months ago

Paisley, Renfrewshire, United Kingdom Lenovo Full time

About the Role

The Infrastructure Solutions Group (ISG) Technical Support Specialist is a critical member of the Lenovo Services Delivery team. We're seeking a professional who is well-rounded and customer-focused, with a passion for solving complex problems.

Key Responsibilities

  • Research, troubleshoot, and resolve technical issues involving Azure Stack HCI, Azure Kubernetes Service, Microsoft Windows Server, and other Azure products.
  • Document all technical inquiries and develop content for knowledge base.
  • Support key internal initiatives involving pre-release testing, validation, and documentation.
  • Provide highly technical end-user support to clients via telephone, chat, and ticketing system.
  • Resolve complex, collaborative calls working with Level 3 teams and Software development teams.
  • Provide knowledge transfer and informal training to clients and co-workers.
  • Serve as the primary point of contact for ISG's Microsoft Premier Support for software, and overall problem resolution responsible for end-to-end case management.

Requirements

  • 3+ years of experience in technical support in Windows-based products: MS Windows Server Software; Microsoft Azure Stack HCI Software, Microsoft Azure Stack Hub Software, Microsoft Azure Kubernetes Services.
  • 3+ years of experience in at least one major virtualization platform such as Hyper-V, VMWare, KVM, AHV, XenServer, etc.
  • Knowledge of snapshotting, replication, High Availability, and Disaster Recovery concepts.
  • Knowledge or experience of Public cloud platforms such as AWS or Azure.
  • 3+ years of experience in Technical Support and Ticketing Software Skills.
  • Excellent verbal and written language skills, customer issue handling, and communications skills.
  • Experience with Storage Area Networks and Storage technologies.
  • Experience working with Enterprise-grade Data Center hardware.
  • Knowledge or experience of datacenter procedures, practices, and equipment.
  • Hyperconverged platforms are preferred.
  • Server remote management experience.
  • Ability to write and interpret common scripting languages.

What Lenovo Offers

  • Opportunities for career development and growth.
  • Access to various training.
  • Performance-based rewards.
  • Flexible working environment (combination of working from home/office).