Premier Infrastructure Support Team - 1st Responder

At Lenovo, we are focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world's most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!

As a First Responder on our ISG Premier Support team, you will be the initial point of contact for our customers seeking assistance with datacenter systems and devices. Your role is crucial in maintaining customer confidence in our support structure and ensuring a high level of customer satisfaction.

You'll be part of an extremely versatile team of Support Engineers who help drive excellent service to our clients and customers. In this role, you will be providing live call center technical support using multiple systems, including phone, chat, and eTicketing. As an Intake First Responder, you will oversee the efficient handling and distribution of incoming support requests to ensure timely and effective customer service. Your role is critical in managing workflow, prioritizing cases, and maintaining service standards within the team and prioritize call loads appropriately. Shift assignment plus weekend and holiday coverage may be required.

Key Responsibilities:

Case Intake Management:

- Handle incoming support requests via phone, chat, and eTickets.

- Accurately log and categorize cases in our tracking system.

- Ensure prompt and efficient case intake to meet established targets.

Initial Problem Determination and Case Creation:

- Perform initial intake/contact, triage, and log collection.

- Create and document cases accurately in the system.

- Provide recommended solutions prior to escalation to L2 support.

Case Routing and Escalation:

- Route complex and unresolved issues to appropriate Level 2 support teams.

- Initiate work orders based on triage and/or L2 proposed solutions for field service.

- Ensure accurate documentation and transfer of case details for seamless escalation.

Customer Interaction and Follow-Up:

- Communicate effectively with customers to understand their issues and provide clear guidance.

- Follow up with customers, field service, and Parts Escalation Desk (PED) team as needed.

- Maintain a professional and empathetic demeanor in all customer interactions.

- Ensure customers are kept informed of case status and progress.

Case Administration:

- Add notes and perform compliance checks to ensure case accuracy and completeness.

- Assist L2 engineers with technical and administrative activities throughout the lifecycle of the case.

- Work with customers to drive cases to resolution.

Content Creation and Process Improvement:

- Contribute to content creation in the Wiki to drive more efficient processes and quick solutions for customers.

- Participate in regular team meetings to discuss case management strategies and updates.

- Contribute to continuous improvement initiatives to enhance support processes and customer experience.

Global Team Collaboration:

- Collaborate with global support teams to ensure smooth case transitions across different time zones.

Additional Duties:

- Perform other technical and administrative duties required for case resolution and customer satisfaction.

Qualifications:

Education:

- High school diploma or equivalent required.

- Associate or bachelor's degree in information technology, Computer Science, or related field preferred.

Experience:

- Minimum of 1-2 years of experience in a customer support or technical support role.

- Experience in datacenter environments or with datacenter devices is a plus.

Skills and Abilities:

- Strong problem-solving and analytical skills.

- Excellent verbal and written communication skills.

- Ability to work effectively in a fast-paced, high-pressure environment.

- Familiarity with ticketing systems and customer support software.

- Basic understanding of datacenter operations and equipment.

Certifications:

- ITIL Foundation certification or equivalent is desirable.

- Relevant technical certifications (e.g., CompTIA A+, Network+) are a plus.

Work Environment:

- This position may require shift work to support global operations.

- Ability to work in a hybrid work structure.

-Work from home or in an office setting as required.