Managed Service Desk Level 1.5 Technician - #195862

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 Global 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).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Key Responsibilities

• Incident Resolution: Respond to and resolve escalated support requests from Level 1 technicians, ensuring timely and accurate diagnosis of issues related to hardware, software, and network systems.
• Technical Troubleshooting: Perform advanced troubleshooting for Windows, macOS, Linux, and mobile operating systems, as well as network connectivity, printers, and peripheral devices.
• User Support: Provide technical support to end-users, including issue diagnosis, documentation, and resolution.
• System Maintenance: Assist in monitoring, maintaining, and supporting IT systems such as Active Directory, Office 365, and various enterprise applications.
• Ticket Management: Manage and prioritize incoming service requests and incidents in the ticketing system, ensuring SLAs are met.
• Collaboration: Work closely with other teams to escalate issues that require further expertise and follow up on unresolved tickets.
• Knowledge Base Contribution: Create and update technical documentation, knowledge base articles, and standard operating procedures (SOPs) for common issues and solutions.
• Customer Service: Provide excellent customer service, ensuring all interactions are handled with a professional and empathetic approach.
  
  

Required Skills Qualifications

• Experience: 2-4 years of experience in IT support, preferably in a service desk or helpdesk role.
• Technical Knowledge:
• Advanced understanding of Windows, macOS, and Linux operating systems.
• Experience with Active Directory, Office 365, and remote support tools.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ticketing systems like ServiceNow, JIRA, or Zendesk.
• Certifications:
• CompTIA A+, Network+, or Microsoft certifications (MCSA/MCSE) are highly desirable.
• ITIL 4 Foundations preferred.
• Problem-Solving: Excellent troubleshooting and analytical skills with the ability to think critically under pressure.
• Communication: Strong verbal and written communication skills to effectively assist users and document resolutions.
• Team Player: Ability to work independently and as part of a team, contributing to the overall success of the IT department.
  

Preferred Qualifications

• Experience in an ITIL-driven environment.
• Familiarity with cloud services such as Azure or AWS.
• Basic knowledge of scripting (PowerShell, Python) is a plus.
  
  

Work Environment

This position is primarily an office-based role

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.