Technical Support Engineer L2- Korean speaker

Навыки

• Android
• ITIL / ITSM
• Linux
• Prompt engineering
• SOLID и паттерны
• Windows

О компании и продукте

• We are Lenovo. We do what we say. We own what we do. We WOW our customers
• To find out more visit www.lenovo.com , and read about the latest news via our StoryHub. Description and

Задачи

• Technical case escalation to Product Quality Team
• Spare parts review and defective analysis enquiry support from regional operation/parts team
• Critical case (critsit) escalation and management
• Service Parts quality issue escalation to Parts Quality team
• Responsible for Market Delivery Review (Technical KPIs)
• Attend Master Trainer training
• Handle daily escalation / Inquiry from internal and external team, visit customer when needed
• Biweekly Interlock meeting with Product Team and Service Delivery Team
• Field service training focal, send out training alert for NPI training and field CE training, CE training account maintenance
• Support Lenovo service partner on technical case enquiry for local country
• Troubleshooting guide review/update and distribution to service partner
• Technical tips distribution
• Critical Skills
• Level of Skill 1-5, (5) being the highest
• Technical Knowledge on Client (Desktop, Notebook & Tablets) – 5
• Structured Troubleshooting Techniques - 5
• Prompt Engineering or AI related skills - 4
• Strong Services Industry and ‘ITIL’ acumen – 3
• Artificial Intelligence (AI) – 2
• Linux – 2
• Pivot Tables – 2
• Additional Locations
• Republic of
• Korea, Republic of

Требования

• Position Description
• This role is primarily a Technical Support role based in local country
• In this role you be delivering best-in-class support to Lenovo’s customers
• Over email, meeting and frontline report you will be accurately diagnosing reported problems within the client product portfolio (notebooks, desktops & tablets), dispatching parts and or an engineer to site as needed
• This activity will also include, working on customer escalations with support from a Product Engineer as needed
• Drive technical service performance and customer satisfaction through technician management, service reviews, technical coaching, customer escalations, onsite troubleshooting, and RCA support as the technical SME
• In this role you will receive continuous technical development and training as part of a regional technical support team
• Position
• Three to Five (3-5) year of relevant experience in providing technical support for Laptop, Desktop & Tablets
• Good root cause analysis skills
• Good to great knowledge on hardware and Windows/Android operating systems
• Excellent troubleshooting skill
• Fluent in English and Korean Language
• Able to train and cascade information to the service partner team
• Proven ability to learn new and complex technology
• Able to prioritizes in a fast paced, dynamic work environment
• Able to problem solve and think laterally
• Prompt Engineering with AI related skills
• Solid IT Support experience for end-user (Onsite/Remote support)
• Hand on experience on PC hardware or software installation / removal
• Systematic and logical thinking
• Self-motivated to work and learn
• Good ability to communicate ideas, sound knowledge of MS Products – 4

Условия

• Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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

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