Enterprise Technical Support Engineer

5 months ago

Renfrew, United Kingdom Lenovo Full time

Description and Requirements

The Infrastructure Solutions Group (ISG) Technical Support Engineer is a critical member of the Lenovo Services Delivery team. We’re looking for a professional who is well-rounded and customer-focused, with a love for solving problems. As a Tier 2 Cloud Services Technical Support Engineer you will be a part of an award-winning support team that provides Azure customers the highest level of support while working on an industry-leading product.


What you’ll be doing:

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.

Basic Qualifications

3+ year of experience in technical support in below Windows-based products: MS Windows Server Software; Microsoft Azure Stack HCI Software, Microsoft Azure Stack Hub Software, Microsoft Azure Kubernetes Services

Preferred Qualifications:

3+ years of experience in at least one major virtualization platform such as Hyper-V, VMWare, KVM, AHV, XenServer, etc. Any certificate in these technologies would be a plus.  Knowledge of snapshotting, replication, High Availability and Disaster Recovery concepts are crucial Knowledge or experience of Public cloud platforms such as AWS or Azure is also great 3+ years of experience in Technical Support and Ticketing Software Skills. You should be familiar with ticketing platforms like Jira, Dynamic365, Salesforce, etc. Experienced in engaging with customers and peers in a technical and professional environment. Excellent verbal and written language skills, customer issue handling, and communications skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing. Experience with Storage Area Networks and Storage technologies. iSCSI, NFS, CIFS are all integral to our platform. Understanding the differences and use-cases, as well as having the experience to effectively work with these technologies, is very useful. Experience working with Enterprise-grade Data Center hardware Knowledge or experience of datacenter procedures, practices, and equipment can help our customers and peers nail down those pesky install issues Hyperconverged platforms are best. Server remote management experience; such as XClarity Controller, IMM, ILO, BMC, U38, etc.  Ability to write and interpret common scripting languages: Bash, Python, and PowerShell are most used, but any solid coding experience is useful.

What Lenovo can offer you:

·Opportunities for career development & growth

·Access to various training

·Performance-based rewards

·Flexible working environment (combination of working from home/office)


You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.


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