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Engineer

Server Technical Support Engineer_Level 2_Band 7/8

職務内容 弊社Data Center Groupにて、Enterprise向けのインフラサービス(サーバー、ストレージ、ネットワーク)のテクニカルサポートエンジニアを募集します。

こちらはTier 2レベルとなり、Tier 1とTier 3 (Third VendorやOEM)とコミュニケーションを取りながら、技術的な側面からの問題解決を行って頂きます。

Report先はUS在住のDirectorとなるため、ビジネスレベルの英語は必須となります。

■About the organization and team
- Report To : Kim Summerlin
- No. of Subordinates :
- Number of Peers 10 (Japan, NA, EMEA, AP)
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Position Description
The Lenovo DCG Services Technical Support Engineer is a critical member of the Lenovo DCG Services Delivery team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Tech Support Engineers must resolve the most complex customer problems, often collaborating with OEM software and hardware Level 3 support teams.

DCG Services Technical Support Engineers must be experienced remote support agents, having strong technical troubleshooting skills in networking, storage, and operating systems. Industry leading certifications, with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors, as well as sophisticated hardware tuning, configuration, and performance management skills are required. Strong network infrastructure and security skills are also required. Excellent language, customer issue handling, and communications skills are essential to this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.

Key Responsibilities:
• Serve as the primary point of contact for DCG hardware, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.
• Ownership of all software, hypervisor, configuration, infrastructure, and usability issues
• Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, as well as hardware problem determination and hardware services delivery providers
• Ensure customer incident resolution at industry leading incident closure rates
• Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution
• Accurately diagnose problem severity levels and prioritize call loads appropriately
• Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols
• Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required

Position Requirements
The ideal candidate will possess the following Experience, Language, and Certification requirements:

• Five to seven years of contact center experience in similar Intel based hardware environments
• Prior experience as a Level 2 tech support engineer
• Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between components and the data flow
• Networking troubleshooting skills (i.e. Internet protocols)
• Software oriented troubleshooting from the Operating System level
• Storage troubleshooting knowledge/skills (software defined storage in Azure Stack)
• Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
• Deep technical expertise in industry standard systems management tools
• Language: Fluent English Language and Japanese Language Skills required.
Hours: 8am-5pm // 10am-7pm 2 shift operation

 
応募資格 Server、StorageなどのLevel 2のサポートエンジニアの経験のあるかた。
VMwareのCertificationまたは同等の知識のある方
ビジネスレベル以上の英語力のあるかた

osition Requirements
The ideal candidate will possess the following Experience, Language, and Certification requirements:

• Five to seven years of contact center experience in similar Intel based hardware environments
• Prior experience as a Level 2 tech support engineer
• Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between components and the data flow
• Networking troubleshooting skills (i.e. Internet protocols)
• Software oriented troubleshooting from the Operating System level
• Storage troubleshooting knowledge/skills (software defined storage in Azure Stack)
• Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
• Deep technical expertise in industry standard systems management tools
• Language: Fluent English Language and Japanese Language Skills required.
Hours: 8am-5pm // 10am-7pm 2 shift operation

Required:
• VMware: VCP6-DCV, VCIX6-DCV
Preferred:
• Microsoft: MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)
• Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud)
• SUSE: CLA, CLP
 
待遇 Hours: 8am-5pm // 10am-7pm 2 shift operation 
勤務地 秋葉原 
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