This a technical role within the Lenovo’s Premier Technical Support team based in Essen, Germany. In this role you will be delivering best in class support to Lenovo’s Premier Support customers in Turkiye. Over phone and email you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.

Location: Essen, hybrid work model, combining both remote and in-office work

This role directly reports to our Technical Support Manager in Germany.

Day-To-Day Tasks:
• Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
• Identify the cause of hardware / software faults and provides a solution
• Resolve over phone or email or onsite via parts and engineer dispatch
• Work with Technical Account Management team to monitor and tracks issues to ensure speedy resolution.
• Advise & educate customers through combination of experience & guideline documentation to ensure a solution to their technical issues.
• Provide input on recurring customer problems and shares that information with other technical team members when relevant.
• Monitor own ‘open case’ workload and drives to closure.

Position Requirements:

• 3+ years of experience in Client Technical Support roles.
• Experience within IT Services and Working with Field Service Providers
• Working Knowledge on Windows Operating Systems and MS Products
• Technical Knowledge on client (Notebook, Desktop, & Tablets)
• Business Fluent English, Turkish and German

What Lenovo can offer You:
• An open and stimulating environment within one of the most forward-thinking IT companies
• Opportunities for career development & growth
• Access to trainings for personal development
• An international team with a high focus on Gender Diversity
• Attractive compensation package and Performance based rewards

Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you!

Youtube Video

At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too.