Technical Support Engineer (LENOVO)
San Juan or Santa Cruz or El Socorro, North Central
Full time
Posted On 05.27.2024
Employer
Description
The Technical Support Engineer (Lenovo) will provide technical assistance (Tier I or Tier II support) and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.
The function of the TSE is to:
- Provide remote and or onsite technical support for internal and external customers.
- Perform triage on inbound customer calls and service requests or escalate customer issues as appropriate and support the Service Manager in providing resolutions to the related issues.
- Perform Parts Testing and Manufacturer Coordination roles as required and certified.
- Offers after-sales technical support solutions once a product has been sold.
Memory Bank Computers Ltd
https://www.memoryban...View Company Profile
View Saved Jobs Tell a Friend Print This Ad Report This Job
Overview
Tags
Job Requirements
KEY RESPONSIBILITIES
This position is responsible for providing technical support, troubleshooting, and repairs of computer systems in-house and at customer sites.
This position is responsible for providing technical support, troubleshooting, and repairs of computer systems in-house and at customer sites.
- Verify if the device is within the warranty period.
- Identifies, investigates, and resolves users’ problems with computer software and hardware
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
- Configuration and deployment of new desktops, laptops and servers.
- Consult with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Collaborates with programmers to explain errors and/or recommend modifications in programs.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Maintains knowledge of technology innovations and trends.
- Ensures call Log Data is accurately recorded and submitted promptly.
- Ensures all tools are kept in good working order and no tool is lost, damaged, or broken.
- Ensures all the duties of the Technical Support Engineer (HP) are completed as per the job description
- Provide feedback/follow-ups/updates to customers regarding outstanding issues. Interact with all customers, both internally and externally by company policies.
- Schedule site visits with customers.
- Report/Document reported errors accurately.
- Ensure necessary tools are available and on hand.
- Update cases via the ERP system accurately and timely
- Provide accurate and timely feedback to internal and external customers.
- Achieves customer satisfaction by responding within 3 hours to a service call for break/fix repairs and having a resolution to the problem within 24 hours.
- Ensure devices are connected/networked according to customer requirements and best practices.
- Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
- Effectively communicate problems to the customer and start the service experience.
- Ensure accurate data is logged and have a full understanding of service requests from the helpdesk.
- Effective 'debriefing' and reporting of service calls for future enhancements.
- Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
- Coordinate with the relevant teams to ensure that SLA are met.
- Replace all tools (Screwdrivers etc.) in the correct location.
- Interact with all customers, both internally and externally by company policies.
- Performs other duties as assigned.
Key Deliverables & Accountabilities
- Three (3) hour deadline for response time to customer queries.
- Twenty-four (24) hour deadline for resolution.
- Same-day completion of work/updates to ERP.
Performance Criteria
- Demonstration of thorough knowledge of internal call handling procedures.
- Internal and external customer service satisfaction ratings.
- Regular on-time attendance history and flexibility to meet changing customer demands.
- Commitment to ongoing technical education and successful completion of internal and external certifications as planned.
- Demonstrate analytical, problem-solving, and communication skills.
- Accuracy and regularity of completion of internal process documentation and tasks.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Clean desk policy.
- Vehicle usage policy.
- Computer usage policy.
- Proficient with ERP systems, Microsoft Office Suite, or related software.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Presents professional appearance to clients by dressing in professional attire according to company standards.
- Proficient in professional oral and telephone etiquette.
- Ability to gather relevant information systematically identify needs and solve problems following the instruction.
- Ability to maintain ongoing relationships with customers, peers, and support partners.
- Ability to effectively interact and communicate with people at the operational level.
- Perform reporting and administrative functions.
- Manage time effectively.
- Ability to work/collaborate as a team.
- Strong customer management skills.
- Must be able to work with limited supervision.
- Proficient with ERP systems, Microsoft Office Suite, or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software.
EDUCATION/ SKILLS/REQUIREMENTS
- Three-five (3-5) years of experience in customer technical support or a related field or A degree in computer science or a related field
- A+ certification.
- Experience as a Tier I or Tier II support engineer
- Certification in Microsoft, Linux, Cisco, and Fortinet is advantageous.
- Extensive knowledge of computer hardware including desktops, laptops, and servers.
- Prior experience in tech support, desktop support, or a similar role.
- Proficiency in Windows/Linux/Mac OS.
- Experience with remote desktop applications and help desk software
- Basic networking and technical proficiency in computer systems.
- Strong analytical skills
- A working vehicle
Career Advice
BROWSE JOBS
How to Efficiently Manage Change
Build upon a business need Create urgency Identify opportunities to be exploited and also potential threats Develop scenarios showing what could happen in the future Request support an…
Read More
