**General Information**:
- Req #
- WD********
- Career area:
- Services
- Country/Region:
- Mexico
- State:
- Distrito Federal
- City:
- Mexico D.F.
- Date:
- Monday, February 24, ****
- Working time:
- Full-time
**Additional Locations**:
- Mexico - Distrito Federal - Mexico D.F.
**Why Work at Lenovo**:
- We 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 General 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).
**Description and Requirements**:
- Lenovo Premier Support is the top service offered by Lenovo to their customers.
As a Premier Technical Support Specialist, you will work with customers in resolving technical issues beyond what a standard level one support must provide.
This position is a technical role within the Premier Technical Team that supports Latin America countries (Spanish language).
In this role, you will be delivering our best-in-class support to Lenovo's customers.
As part of your work, you will provide support via e-ticket, chat and phone,



while accurately diagnosing reported problems within our client's product environment (commercial notebooks, desktops, tablets, smart and AR/VR devices), dispatching parts and service to customer sites as needed.
You will also be handling customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed.
**Daily activities include but are not limited to**:
- Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service related issues
- Troubleshoot to identify hardware and software issues in many different customer environments.
- Advise and educate customers through a combination of experience/documentation to ensure a solution.
- Translate complex technical details/instructions to each customers level
- Provide closed loop feedback on recurring issues with teammates and relevant engineering staff
- 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
**Requirements**:
- Strong technical background with a passion for learning and growing within a team.
- Excellent verbal and written communication skills to engage with customers at all levels.
- Experience diagnosing and troubleshooting hardware and software issues in commercial devices (notebooks, desktops, tablets, etc.) in the field.
- Customer-focused mindset with the ability to simplify complex technical details.
- Intermediate level of English (Nice to have)
- Intermediate level of Portuguese (Nice to have)
**Additional Locations**:
- Mexico - Distrito Federal - Mexico D.F.
- Mexico
- Brazil - Distrito Federal
- Mexico - Distrito Federal - Mexico D.F.

📌 Premier Support Technical Support Analyst (Xico)
🏢 Lenovo
📍 Xico