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L2 EMEA Premier Support Engineer with Arabic



Customer Service
Cairo, Cairo Governorate, Egypt
Posted on Friday, July 5, 2024

General Information

Req #
Career area:
Sales Support
Friday, July 5, 2024
Additional Locations:
* Bulgaria
* Romania
* Slovakia
* United Kingdom

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com and read about the latest news via our StoryHub.

Description and Requirements

Lenovo is seeking an EMEA Premier Support Engineer to join our Infrastructure Solutions Group (ISG) Additional languages are welcome.

This role represents a potential future opportunity at Lenovo. The team is still under development, and feedback from Lenovo may take some time. Please expect a delay in communication. We appreciate your understanding.

Proficiency of Arabic is essential for this role. This requirement reflects Lenovo's commitment to global engagement, effective communication, and achieving success in international markets. Please ensure you meet these language requirements before applying.

Your Key Responsibilities will be:

  • Serve as the primary point of contact for ISG hardware, software, and overall problem resolution.
  • End-to-end case management.
  • Provide live call center technical support using multiple systems, including phone, chat and eTicketing.
  • Interface and collaborate with peer Geo Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
  • Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
  • Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers
  • Ensure customer incident resolution at industry leading incident closure rates
  • Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
  • Accurately diagnose problem severity levels and prioritize call loads appropriately
  • Recreate customer issues when needed using logs, system management tools, and industry standard problem resolution tools and protocols
  • Generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation as required


  • 3+ years of direct contact center experience in similar Intel and AMD based hardware environments
  • Prior experience as a Level 2 contact center agent
  • Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between component and the data flow
  • Shift assignment plus weekend and holiday coverage may be required

Additional / Preferred Skills: Network troubleshooting experience; Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems; Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud); VMware: VCP-DCV, VCIX-DCV strongly preferred; Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud, High Availability); SUSE: SCA, SCE, CLP, Rancher; Nutanix: NCA, NCP-MCI, NCM-MCI; Containers: Rancher, Kubernetes, Docker, Tanzu; Hyperconverged Technologies: Nutanix, Azure, VSAN, etc.

You will be reporting to EMEA ISG Manager.

What We Will Offer:

  • An open and stimulating environment within one of the most forward-thinking IT companies.
  • Flat structures and fast decision-making processes.
  • A modern and flexible way of working to combine personal and professional life, working from home.
  • An international team with a high focus on Gender Diversity.
  • Attractive compensation package.

We are looking forward to discussing this position with you soon!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations:
* Bulgaria
* Romania
* Slovakia
* United Kingdom
* Bulgaria, * Romania, * Slovakia, * United Kingdom