.Why Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers.Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.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 our StoryHub.Description and RequirementsJob FunctionsResearch, troubleshoot and resolve technical issues involving Azure Stack HCI, Azure Kubernetes Service, Microsoft Windows Server, and other Azure products.Document all technical inquiries and develop content for knowledge base.Support key internal initiatives involving pre-release testing, validation and documentation.Provide highly technical end-user support to clients via telephone, chat and ticketing system.Collaborate in a fast-paced environment with multiple teams (software development, quality assurance, product management, etc.).Provide knowledge transfer and informal training to clients and co-workers.Key Responsibilities:Serve as the primary point of contact for ISG's Microsoft Premier Support for software, and overall problem resolution responsible for end-to-end case management. Agent is logged into telephony system and performs direct contact center role via phone, eTicketing, & chat. Agent will interface and collaborate with peer Geo Level 1/2 agents, Level 3 Microsoft OEM Software agents.End to End Customer / Case Ownership of all issues including hardware and software.Resolve complex, collaborative calls working with Level 3 teams and Software development teams.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.Required Skills:At least 2-3 years of experience in technical support in Windows-based products including Azure Arc, ARM and Azure Resource Bridge