Company Info




Memory Bank Computers Ltd


Phone:
Web:

Technical Support Engineer (LENOVO)

Location: ,
Job Category:
Job ID: 109327
Employment Type:
Salary:
Posted: 05.27.2024


Occupations:


Job Description:

JOB PURPOSE/ SUMMARY

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:

Job Requirements:

KEY RESPONSIBILITIES

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