About the Company

Lenovo is a company of action and integrity, committed to delivering exceptional experiences. We stand behind our commitments, take ownership of our responsibilities, and strive to “WOW” our customers.

Lenovo, a global technology leader with US$69 billion in revenue, holds the #196 position in the Fortune Global 500. Serving millions of customers daily across 180 markets, Lenovo is driven by a bold vision: Smarter Technology for All. Building upon its leadership as the world’s largest PC company, Lenovo offers a comprehensive portfolio encompassing AI-enabled, AI-ready, and AI-optimized devices including PCs, workstations, smartphones, and tablets. Furthermore, Lenovo provides advanced infrastructure solutions, including servers, storage, edge computing, high-performance computing, and software-defined infrastructure, alongside a suite of software, solutions, and services. Through continuous investment in groundbreaking innovation, Lenovo is dedicated to building a more equitable, trustworthy, and intelligent future for everyone, everywhere. Lenovo Group Limited is listed on the Hong Kong stock exchange (HKSE: 992) and trades as an ADR under the symbol LNVGY.

Lenovo’s ongoing transformation and dedication to world-changing innovation are forging a more inclusive, trustworthy, and smarter future for all. To discover more, please visit www.lenovo.com. For the latest news, explore our StoryHub.

Job Description

Key Responsibilities:

1. On-the-Floor Support for All Inquiries

The Level 2 Technical Support Engineer will provide prompt resolutions to technical, process-related, and policy questions, including:

* Clarifying Standard Operating Procedures (SOPs) for troubleshooting.
* Offering guidance on part compatibility and appropriate usage.
* Assisting with navigation of tools and technical platforms.
* Providing real-time assistance to maintain engineer productivity and minimize downtime caused by uncertainty.

2. Escalation Management (On Call and Off Call)

This role is essential for effectively managing and resolving escalations, thereby mitigating customer dissatisfaction and potential harm to the brand’s reputation.

3. Unit Collection & Field Support for Escalated/Repeat Cases

Accountability and the timely collection of defective units are ensured to facilitate root cause analysis and ensure effective issue resolution.

4. Root Cause Analysis (RCA) for Escalated Cases

This position requires the individual to drive continuous improvement by pinpointing the underlying causes of escalated issues and proposing preventative measures.

5. Technical Key Performance Indicator (KPI) Management

The successful candidate will be responsible for managing technical KPIs according to established metrics.

Responsibilities

• On-the-Floor Support for All Inquiries

  Clarifying Standard Operating Procedures (SOPs) for troubleshooting.

• Offering guidance on part compatibility and appropriate usage.
• Assisting with navigation of tools and technical platforms.
• Providing real-time assistance to maintain engineer productivity and minimize downtime caused by uncertainty.
• Escalation Management (On Call and Off Call)
• Unit Collection & Field Support for Escalated/Repeat Cases
• Root Cause Analysis (RCA) for Escalated Cases
• Technical Key Performance Indicator (KPI) Management

Qualifications

• A bachelor’s degree in Information Technology, Hardware Engineering, or a closely related field is required.
• Demonstrated technical proficiency in troubleshooting hardware problems related to laptops, desktops, accessories, headphones, keyboards, and other related peripherals is essential.
• Excellent communication and interpersonal skills are necessary to effectively interact with customers.
• The working schedule will be six days a week (Monday through Saturday), from 9:00 AM to 6:00 PM, with one day off per week.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

Lenovo maintains strict policies and adheres to legal compliance throughout its recruitment process. This includes role alignment, employment term discussions, final selection and offer approval, and the recording of transactions within our internal systems. Interviews, depending on the role requirements, may be conducted via audio, video, or in person, and you will always interact with an authorized Lenovo representative.

Please be vigilant against fraudulent recruiters impersonating Lenovo representatives. These individuals may request cash deposits or personal information. Always apply through official Lenovo channels and refrain from sharing sensitive information. Lenovo never solicits money or sensitive data from job applicants and will not request payments for training or equipment.

We encourage you to verify job offers through the official Lenovo careers page or by contacting IndiaTA@lenovo.com. Stay informed and exercise caution to protect yourself from recruitment fraud. Report any suspicious activity to the appropriate local authorities.

If you require an accommodation to complete this application, please contact ability@lenovo.com

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