ISG Premier Support Sr. Engineer **General Information** Req # WD00077183 Career area: Cloud Computing Country/Region: China State: Liaoning City: 大连（Dalian） Date: Wednesday, February 5, 2025 Working time: Full-time **Additional Locations** : * China - Liaoning - 大连（Dalian） **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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 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 ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Job Responsibilities:** • Serve as the primary point of contact for SSG Premium Services 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 • 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 knowledgebase updates, as well as other customer and problem documentation as required **Job Requirements:** Experience, Language, and Certification requirements: • One to Five years of contact center experience in similar Intel based hardware environments • Prior experience as a Level 2 support engineer • 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, NetApp) • Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems • Deep technical expertise in industry standard systems management tools • Language: Native Local language is required: Japanese/Korea/Mandarin Preferred: • Storage: NetApp NCSE or any other storage certificate strongly preferred • VMware: VCP6-DCV, VCIX6-DCV strongly preferred • Nutanix: NCP NCAP strongly preferred • Microsoft: Certificate relates to Azure, MCSA and MCSE certifications (server operating systems, infrastructure, and cloud) • Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud) • SUSE: CLA, CLP **Additional Locations** : * China - Liaoning - 大连（Dalian） * China * China - Liaoning * China - Liaoning - 大连（Dalian）