Technical Support Engineer L2- Notebook/Laptop

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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. 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. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Key Responsibilities

• Floor Support for All Queries
  
  

The L2 provides immediate resolution to technical, process-related, policy. This includes:

• SOP clarifications for troubleshooting.
• Guidance on part compatibility and usage.
• Support in tool navigation and technical platforms.
• Real-time support ensures engineers remain productive and avoid downtime due to ambiguity.
• Escalation Handling (On Call and Off Call)
  
  

The role is critical in managing and resolving escalations efficiently, preventing customer dissatisfaction and potential brand impact.

• Unit Collection Field Support for Escalated/Repeat Cases
  
  

Ensures accountability and timely collection of defective units, facilitating root cause analysis and effective closures.

• RCA for Escalated Cases
  
  

Drives continuous improvement by identifying root causes of escalated issues and suggesting preventive actions.

• Technical KPI management as per given KPI.
  
  

Qualification Experience

• Degree in Information Technology or Hardware or related discipline.
• Sound technical knowledge in troubleshooting hardware issues for laptop, desktop, accessories, headphones, keyboard etc.
• Excellent communication and customer relation skills.
• Working hours - 6 days a week (Monday to Saturday) 9 am to 6 pm, one day week off provided.
  
  

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.