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Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 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 .

Description and Requirements

Lenovo’s Infrastructure Solutions Group (ISG) is seeking a Premier Support Engineer to deliver end‑to‑end technical case ownership for enterprise customers across EMEA. This full‑time role suits a Level‑2 support professional with strong server and hypervisor troubleshooting skills and exceptional customer communication. The position operates in a hybrid work model and supports a pan‑EMEA, multicultural customer base; occasional shift, weekend, or holiday coverage applies. Minimal travel may be required for training or critical customer engagements.

Key Responsibilities:

• Serve as the primary point of contact for ISG hardware, software, and solution issues, owning cases from intake through resolution.
• Provide live technical support via phone, chat, and eTicketing while meeting or exceeding SLAs.
• Diagnose and prioritize incidents, accurately assess severity, and perform problem isolation using logs, system management tools, and industry‑standard protocols.
• Collaborate with Geo Level‑1 agents, OEM Level‑3 teams, and Lenovo engineering to resolve complex, cross‑functional cases.
• Recreate customer issues when needed and produce clear, reusable ticket updates, incident documentation, and knowledge base content.
• Drive incident closure at industry‑leading rates while maintaining outstanding customer satisfaction through empathetic, professional communication.
• Take ownership of software, hypervisor, configuration, infrastructure, and usability issues; contribute to continuous improvement and knowledge sharing.
• Participate in shift‑based operations, including occasional weekend/holiday coverage, ensuring thorough escalations, handovers, and follow‑the‑sun support.

Position Requirements:

• Education: Bachelor’s degree in Computer Science, Information Systems, or a related field; equivalent practical experience considered.
• Experience: 3+ years in a technical support/contact center environment working with Intel/AMD x86 server platforms and enterprise operating systems (Windows/Linux).
• Level‑2 capability: Proven track record handling escalations and end‑to‑end case management in a Level‑2 support role.
• Tools: Hands‑on experience with CRM/ticketing systems, remote support utilities, and system management tools; ability to produce clear, reusable documentation.
• Languages: Fluency in English (mandatory, C1/C2) and at least one of Arabic, French, German, Italian, or Spanish (C1/C2) to support EMEA customers; additional EMEA languages are a plus.
• Soft skills: Strong teamwork, cross‑cultural collaboration, and the ability to defuse challenging situations with empathy and professionalism.
• Availability & work model: Willingness to work rotating shifts with occasional weekend/holiday coverage; comfortable in a hybrid environment.
• Technical environment: In this role, you will work with a broad ecosystem of enterprise technologies across networking, virtualization, operating systems, hyperconverged platforms, and cloud‑native solutions. You will apply your network troubleshooting expertise while supporting and optimizing environments built on VMware, Microsoft, Red Hat, and SUSE operating systems. Your daily work spans technologies aligned with Microsoft MCSA/MCSE server, infrastructure, and cloud domains; VMware environments aligned with VCP‑DCV and VCIX‑DCV–level capabilities; Red Hat platforms corresponding to RHCSA, RHCE, and RHCA; SUSE technologies including SCA, SCE, CLP, and Rancher; and hyperconverged systems such as Nutanix (NCA, NCP‑MCI, NCM‑MCI), Azure Stack, and vSAN. You will also engage with modern container platforms including Rancher, Kubernetes, Docker and Tanzu, supporting customers across both traditional and cloud‑native architectures.

What Lenovo Can Offer You:

• An international team with a high focus on Gender Diversity.
• Employee Assistance Program, e.g., for psychological, legal & financial consultancy
• You are joining a company that prioritizes sustainable solutions like CO2 Offset, Asset Recovery Services, and the Lenovo Certified Refurbished portfolio.
• Access to training for personal development - Internal e-learning Development Platform Available for Employees

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.

Additional Locations:

• Poland - Mazowieckie - Warsaw
• Bulgaria - Sofia-Grad - Sofia
• Slovakia - Bratislavský - Bratislava
• Egypt - Cairo - Cairo

AI PROCESSING NOTICE

We use AI‑based tools to support some of our processes (e.g. online interviews recordings and transcripts) in order to achieve better efficiency, accuracy and for our documentation purposes. AI can make mistakes, but we always make sure that the outputs are manually reviewed by a human. You can always opt‑out or contact us in case of any question.

If you require an accommodation to complete this application, please contactability@lenovo.com