Premier Support Technical Support Analyst **General Information** Req # WD00078116 Career area: Services Country/Region: Mexico State: Distrito Federal City: Mexico D.F. Date: Monday, February 24, 2025 Working time: Full-time **Additional Locations** : * Mexico - Distrito Federal - Mexico D.F. **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** Lenovo Premier Support is the top service offered by Lenovo to their customers. As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond what a standard level one support must provide. This position is a technical role within the Premier Technical Team that supports Latin America countries (Spanish language). In this role, you will be delivering our best-in-class support to Lenovo’s customers. As part of your work, you will provide support via e-ticket, chat and phone, while accurately diagnosing reported problems within our client’s product environment (commercial notebooks, desktops, tablets, smart and AR/VR devices), dispatching parts and service to customer sites as needed. You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed. **Daily activities include but are not limited to:** + Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service related issues + Troubleshoot to identify hardware and software issues in many different customer environments. + Advise and educate customers through a combination of experience/documentation to ensure a solution. + Translate complex technical details/instructions to each customers level + Provide closed loop feedback on recurring issues with teammates and relevant engineering staff + Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution. + Actively monitor case workload and drive to closure within SLA’s. + Document all the interactions in Lenovo´s CRM **Requirements:** + Strong technical background with a passion for learning and growing within a team. + Excellent verbal and written communication skills to engage with customers at all levels. + Experience diagnosing and troubleshooting hardware and software issues in commercial devices (notebooks, desktops, tablets, etc.) in the field. + Customer-focused mindset with the ability to simplify complex technical details. + Intermediate level of English (Nice to have) + Intermediate level of Portuguese (Nice to have) **Additional Locations** : * Mexico - Distrito Federal - Mexico D.F. * Mexico * Brazil - Distrito Federal * Mexico - Distrito Federal - Mexico D.F.