Premier Executive Technical Support – L1 ANZ

The Position
The Premier L1 Executive Technical Support role provides enhanced first-line technical support to Lenovo Premier Warranty customers including commercial and enterprise users.

This role is responsible for delivering high first-contact resolution performing advanced hardware and software troubleshooting and providing a premium white-glove customer support experience.
The successful candidate will demonstrate strong technical capability a structured troubleshooting mindset and end-to-end case ownership acting as a trusted front line before escalation to L2/L3 support teams.

Key Responsibilities
Provide advanced first-line technical support to customers and field engineers by diagnosing and resolving hardware software operating system and service-related issues.
Deliver inbound and outbound voice and non-voice support (phone email messaging platforms and helpdesk tools) for Lenovo Premier customers across the ANZ region.
Perform comprehensive troubleshooting and root cause analysis including:
o Operating system and system performance issues
o Drivers BIOS firmware and patch management
o Hardware diagnostics isolation and failure identification
o System stability and reliability issues
Achieve high Fix on Contact (FOC) rates by resolving issues independently wherever possible prior to escalation or dispatch.
Raise service dispatches only after completing appropriate software and hardware triage in accordance with established procedures and guidelines.
Act as the single point of contact for assigned Premier cases ensuring:
o Clear ownership and accountability
o Proactive follow-ups and regular customer updates
o SLA-aligned communication and timely resolution
Escalate cases to L2/L3 support with complete and accurate documentation including troubleshooting steps taken diagnostics results logs and a clear problem statement.
Monitor manage and drive assigned open cases to closure ensuring workload prioritization and adherence to service level agreements.
Collaborate with the TAM and wider technical teams to track issues highlight recurring problems and contribute insights that support process improvements and knowledge sharing.
Deploy maintain and support end-user environments including:
o Operating system imaging upgrades patching and driver management
o Application packaging deployment and patching
o Maintenance and support of deployment and infrastructure tools
Deliver maintenance and support services in accordance with published corporate and customer-specific SLAs.
Perform network monitoring and basic maintenance activities to support service stability and availability.
Maintain accurate detailed case documentation to support reporting analytics audits and continuous improvement initiatives.
Support ongoing company audits compliance requirements and certification activities ensuring adherence to established policies and procedures.
Deliver a professional consultative and premium customer experience engaging confidently with IT administrators business users and enterprise stakeholders.

Principle Duties Allocation
Call Handling 4550%
Email Support 20%
eTickets / Case Management 20%
Coaching / Continuous Learning 5%
Ad-hoc / Project Tasks 5%

Key Performance Expectations
Fix on Contact (FOC)
Technical accuracy and troubleshooting quality
Customer Satisfaction (CSAT/T3B/EODB)
SLA and response time adherence
Quality compliance and documentation standards
Schedule adherence and professionalism

Qualifications / Skills / Experience
Degree Diploma or equivalent professional qualification in IT or related field.
12 years minimum experience in technical support preferably within a commercial or enterprise environment.
Strong knowledge of Windows operating systems device drivers BIOS and firmware.
Experience in hardware diagnostics and fault isolation.
Familiarity with basic networking concepts (Wi-Fi LAN VPN) and system connectivity issues.
Excellent problem-solving and root cause analysis skills.
Strong documentation skills with attention to detail.
Professional and confident verbal and written English communication.
Proven ability to manage end-to-end case ownership.
CompTIA A / Network or equivalent technical certification (preferred).
Ability to multitask and work effectively in a fast-paced customer-focused environment.

The Package:

• Attractive Basic Salary - From RM 3500 up to RM 4000
• Shift allowance
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Region of Support: ANZ
• Job Location: Menara TA One 22 Jalan P. Ramlee 50250 Kuala Lumpur Malaysia