Technical Centre Support in Glasgow (United Kingdom)

Where: Glasgow (United Kingdom)

Extent of Work: Full Time

Click here to apply in English
Position Description
The Lenovo DCG Services Contact Center Support Agent is a critical member of the Lenovo DCG Services Delivery
team.

Contact Center Agents must resolve the most complex customer problems, often collaborating with OEM software and hardware Level 3 support teams.

Key Responsibilities:
• Serve as the primary point of contact for DCG hardware, software, and overall problem resolution, interfacing and
collaborating with 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 HW/SW development teams, as well as
hardware problem determination and hardware services delivery providers
• 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
resolution tools and protocols
• Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as
other customer and problem documentation as required

Position Requirements
• Up to 5 years of contact center experience in similar Intel based hardware environments
• Prior experience as a Level 1 contact center agent
• Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and
interfaces between componentry and the data flow
o Networking troubleshooting skills (i.e. Internet protocols)
o Software oriented troubleshooting from the Operating System level
• Storage troubleshooting knowledge/skills (software defined storage in Azure Stack)
• Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
• Deep technical expertise in industry standard systems management tools
• Language: Bilingual – Fluent English Language Skills and additional language – preferred Spanish but also French or Italian or German

Preferred:
• Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)
• VMware: VCP6-DCV, VCIX6-DCV strongly preferred
• Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud)
• SUSE: CLA, CLP

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