Specialist Global Technical Support Operations

Key Responsibilities:

Customer Support & Case Management

• Provide technical support for Lenovo Infrastructure Solutions Group (ISG) products including servers storage and networking solutions.
• Manage customer interactions primarily through non-voice channels (eTicket and Chat). Voice support may be required based on business needs.
• Perform Level 1 technical information gathering issue triage basic troubleshooting and documentation.
• Guide customers through problem isolation log collection and service data gathering.
• Create update route and maintain technical support cases using internal case management systems.
• Accurately assess issue severity and prioritize case routing based on business impact.

Operational Coordination

• Monitor global support queues to ensure balanced workload distribution and timely case assignment.
• Coordinate with technical support engineers service partners and internal stakeholders to maintain uninterrupted case workflows.
• Track case progress follow up on pending actions and ensure customers receive timely updates.
• Monitor Service Level Agreements (SLAs) and proactively prevent support breaches.
• Provide incident status updates for business-critical customer cases.

Strategic Support Operations

• Analyze case trends and identify operational bottlenecks for continuous process improvement.
• Assist in optimizing workflows and enabling proactive support operations.
• Utilize operational dashboards and analytics to monitor case volumes response times and service performance.

Customer Communication

• Translate technical findings into clear customer-friendly communications.
• Bridge communication between customers and technical support teams.
• Provide action plans follow-up updates and resolution summaries.
• Collect customer feedback throughout the support lifecycle to enhance service quality.

Global Operations

• Support customers worldwide in a 24x7 follow-the-sun operating environment.
• Work rotating shifts including weekends and public holidays as required.

Required Qualifications

• Diploma or Bachelors Degree in Information Technology Computer Science Engineering or a related discipline.
• Basic technical knowledge of enterprise data center technologies including and not limited to: Servers Storage systems Networking solutions etc.

• Experience using case management or ticketing systems for:

  1. Case logging

  2. Service request creation

  3. Escalation management

  4. Case documentation

• Basic understanding of incident management processes.
• Good understanding of Service Level Agreements (SLAs) and support operations.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Ability to multitask between technical troubleshooting and administrative responsibilities.
• Strong organizational skills with attention to detail.
• Customer-focused mindset with professional interpersonal skills.

• Willingness to work in a 24x7 rotating shift environment.

  Preferred Qualifications (Nice to Have)

• Additional language proficiency to support global customers
• Experience supporting enterprise infrastructure or data center environments.
• Familiarity with Microsoft Power BI and Power Automate or similar tools.
• Experience using AI-powered productivity tools and workflow automation solutions.
• Experience working in a global technical support or shared services environment.

The Package:

• Attractive Salary: Up To RM4700.
• Performance related allowance for confirmed staff.
• Medical Insurance provided.
• Working location: Kuala Lumpur.