Technical Support Engineer

Responsibilities:

• Provide hardware remote technical support, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for Lenovo/x86 products.
• Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. Demonstrate excellent oral and written communication skills.
• Provide answers for general usage and operation questions.
• Provide problem determination / problem source Identification Review diagnostic information to assist in isolation of a problem cause.
• Identify known defects and fixes to resolve problems.
• Identify suspected defects and engage escalation team to assist in resolution.
• Aid with questions regarding product documentation related to the supported products.
• Interpret online manuals regarding IBM code and application interfaces.