Technical Support Engineer

Position Description:

Lenovo Data Center Group is currently seeking for a Field Support Engineer (FSE) for our Lenovo Service Delivery Team.

This role will be responsible for on-site and repair center activities such as critical breakfix, maintenance and remote repair of company and multi-vendor systems solutions which may include hardware, software and networking products as well as operating systems. Diagnose, troubleshoot and repair skills with comprehensive server software problem resolution skills for major OEM server operating system software and hypervisors and as well as configuration related issues. Performs maintenance health check services such as firmware upgrades and preparation of health check documentation and sign off.

Ensures customer satisfaction with a satisfactory service to customer. Proactively responds to potential hardware issues to prevent unplanned interruption of customers' business and able to advice customer a solution as service improvement. Serves also as an internal resource on technical issues especially during escalation to Level 3 and Product Engineering teams. May deliver internal technical training and maintenance seminars and workshops for other field engineer. May train other external partners and/or customers.

Key Responsibilities:

Provide technical support to Lenovo Data Center Group’s customer

Work and assist customer (remotely or onsite) to perform health check and update of firmware, system drivers to Lenovo Data Center Group products

Provide Service Reports to customer on Lenovo maintenance plan and product update information

Conduct service review meeting with customer

Assist customer to perform problem determination and provide guidance to customer on problem isolation and service data collection.

Work with customer and Lenovo support team to develop problem resolution plan

Conduct problem review meeting with customer and provide service reports to customer

Position Requirements:

 B.S./M.S in Computer Engineering, or Computer Science (with hardware skills experience) or equivalent practical experience.

 At least 2-3 years of experience in Data Center Enterprise products such as Server, Storage and Backup, Networking; preferable with field support and machine repair experience

 Hands on experience on basic troubleshooting for VMware, Windows and Linux servers is preferred.

 Experience with troubleshooting all aspects of server performance, storage throughput and latency, networking, operating systems etc.

 Excellent analyzing and troubleshooting skills

 Excellent interpersonal and communications skills

 Excellent English speaking and writing skills

 Ability to travel 25-50%