.General InformationReq #: WD00063534Career area: EngineeringCountry/Region: MexicoState: Distrito FederalCity: Mexico D.F.Date: Tuesday, April 9, 2024Working time: Full-timeWhy Work at LenovoWe 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.Description and RequirementsJob Description:Lenovo Managed Service Desk is Lenovo's implementation of DaaS and managed solutions. DaaS (Device as a Service) is a way to manage physical devices, services, and OEM (Original Equipment Manufacturer) devices. Lenovo Managed Service Desk takes the DaaS concept and builds custom programs for each partner giving them a truly custom experience. This position is a technical role within the Managed Service Desk that supports Latin America countries. In this role, you will be delivering our best-in-class support to Lenovo's customers. You will assist customers in resolving technical issues beyond the standard level one support most provide. You will be responsible for providing exceptional technical support to Lenovo's enterprise customers, providing support via email and phone by accurately diagnosing reported problems within our client's product environment (notebooks, desktops, and tablets), and are also responsible for dispatching parts and service to customer sites as needed.Responsibilities:Technical support to Lenovo's customers, including troubleshooting hardware and software issues, resolving technical problems, and answering technical questions.Communicate effectively with end-users by translating complex technical details/instructions to match each customer's level.Collaborate with Level 2 engineers and technical account managers to resolve customer escalations.Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues.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.Basic Requirements:Minimum of 1-3 years of experience in technical support or customer-facing technical role.Excellent communication skills, verbal & written in Spanish, Portuguese & English languages