Technical Centre Support Agent with Italian

Last updated an hour ago
Location:Glasgow City
Job Type:Full Time

Position Description:

The Lenovo Data Center Group (DCG) Services Contact Center Support Agent is a
critical member of the Lenovo DCG Services Delivery team. Strong technical
skills, complex problem collaboration skills, as well as outstanding customer
support and professional communications skills are essential to ensuring the
best possible customer experience while resolving a high percentage of
customer incidents. Contact Center Agents must resolve the most complex
customer problems, often collaborating with OEM software and hardware Level 3
support teams.

DCG Services Contact Center Support Agents must be experienced remote support
agents within a direct contact center environment. Agent must have strong
technical troubleshooting skills in networking, storage, and Oss. Industry
leading certifications, with comprehensive server software problem resolution
skills for major OEM server operating system software and hypervisors, as well
as sophisticated hardware tuning, configuration, and performance management
skills are required. Strong network infrastructure and security skills are
also required. Excellent language, customer issue handling, and communications
skills are essential to this position. Candidates may undergo a detailed
interview process consisting of technical scenarios, customer skill vetting,
as well as role play interviewing and hands-on problem recreation and problem
resolution testing.

Position Requirements:

  • Serve as the primary point of contact for DCG hardware, software, and
    overall problem resolution responsible for end-to-end case management
  • Logged into telephony system and perform direct contact centre role via
    phone, eTicketing, chat, and forums
  • Collaborating with peer agents, Level 3 OEM agents, and hardware and
    software development teams
  • Resolve complex, collaborative calls working with Level 3 teams and
    Hardware/Software development teams, as well as hardware problem determination
    and hardware services delivery providers
  • 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
    knowledge base updates, as well as other customer and problem documentation as

You will have:

  • Italian & English
  • Prior experience as a Level 2 contact center agent, or equivalent experience
  • Experience troubleshooting from a solution level for appropriate data
    collection (logs) and isolation
  • Technical knowledge of VMware, Microsoft, Red Hat and SUSE operating systems

As a Lenovo Employee you will enjoy many benefits we offer, for example:

  • Competitive compensation
  • Flexible Benefits
  • Free onsite Parking
  • Good Pension Scheme
  • Career Development Plan
  • Positive work life balance
  • Learning and development
  • Life Insurance
  • Private Medical Insurance
  • Long Service Awards
  • Long Term Disability Benefits
  • Long Service Awards
  • Employee Purchase scheme
  • Referral bonus
  • Working from Home

Don’t miss this fantastic opportunity and apply today!

We are an Equal Opportunity Employer and do not discriminate against any
employee or applicant for employment because of race, color, sex, age,
religion, sexual orientation, gender identity, status as a veteran, and basis
of disability or any federal, state, or local protected class.