Lenovo is seeking a Support Engineer to join our Infrastructure Solutions Group Customer Engagement Center. In this role, you will provide technical support for server hardware, software, configuration, infrastructure and usability issues, while managing customer cases from initial contact through resolution.

You will collaborate with technical teams across different locations and work with hardware and software development teams to investigate and resolve complex issues. Your ability to diagnose problems accurately, communicate clearly and maintain high-quality case documentation will be central to the role.

What you'll do:

• Serve as the primary point of contact for server hardware, software and technical problem resolution, managing cases from initial contact through closure.
• Deliver live technical support through phone, chat and eTicketing systems, accurately assessing issue severity and prioritising cases.
• Diagnose and troubleshoot software, hypervisor, configuration, infrastructure, usability and hardware issues using logs, system-management tools and established problem-resolution methods.
• Collaborate with Level 1 and Level 3 technical teams, original equipment manufacturer teams and hardware and software development teams to resolve complex cases.
• Recreate customer issues when required and collect appropriate diagnostic data to identify problems across components, interfaces and data flows.
• Coordinate hardware problem determination and resolution with relevant hardware service delivery providers.
• Maintain clear, accurate trouble tickets, incident records, knowledge-base updates and other required customer documentation while providing professional customer communication.

What you'll need:

• 3+ years of direct contact-centre experience in similar Intel- and AMD-based hardware environments, including previous Level 2 contact-centre experience.
• Experience troubleshooting technical solutions, including diagnostic data and log collection, architecture, component interfaces and data flows.
• Fluent English and Italian, both written and spoken; additional languages are an advantage.
• Availability for shift assignments and, when required, weekend and public-holiday coverage.
• Network troubleshooting experience and technical knowledge of VMware, Microsoft, Red Hat and/or SUSE operating systems are preferred.
• Relevant technical certifications are preferred, including Microsoft MCSA or MCSE; VMware VCP-DCV or VCIX-DCV, Red Hat RHCSA, RHCE or RHCA; or relevant SUSE or Nutanix certifications.
• Knowledge of container and hyperconverged technologies, such as Rancher, Kubernetes, Docker, Tanzu, Nutanix, Azure and VSAN is an advantage.

What Lenovo Can Offer You:

• Life Insurance
• Well-Being Allowance
• Children of Lenovo Employees Scholarship Program
• Medical Insurance
• Employee Referral Bonus
• Meal Vouchers
• Employee Assistance Program for areas such as health, legal and financial consultancy
• Internal e-learning development platform.
• An open and stimulating environment within a global IT company.
• A working environment designed to enable efficient decision-making.
• Flexible ways of working where applicable to the role.
• Opportunities to collaborate within an international team.

We look forward to discussing this opportunity with you.