Premier Technical Support Specialist m/f/d

Premier Technical Support Specialist m/f/d

We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, 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, infrastructure, software, solutions, and services.

This is a technical role within Lenovo’s Premier Technical Support team based in Essen, Germany. You will deliver best‑in‑class support to Lenovo’s Premier Support customers in Germany. Over the phone and via e‑mail you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops, tablets), maintain high first‑time‑fix rates, and dispatch parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers, you will oversee cases end‑to‑end with exceptional case management, follow‑up and customer communication. This role directly reports to the Technical Support Manager in Germany and is for a limited 12‑month contract.

Day‑To‑Day Tasks

• Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
• Identify the cause of hardware or software faults and provide a solution
• Resolve issues over phone, e‑mail or onsite via parts and engineer dispatch
• Work with the Technical Account Management team to monitor and track issues to ensure speedy resolution
• Advise and educate customers through experience‑guideline documentation to ensure a solution to their technical issues
• Provide input on recurring customer problems and share that information with other technical team members when relevant
• Monitor own "open case" workload and drive to closure

Position Requirements

• 3+ years of experience in Client Technical Support roles
• Experience within IT Services and working with Field Service Providers
• Working knowledge of Windows Operating Systems and MS products
• Technical knowledge of clients (Notebook, Desktop, Tablet)
• Business fluent English and native German

What Lenovo Can Offer You

• An open and stimulating environment within one of the most forward‑thinking IT companies
• Opportunities for career development growth
• Access to training for personal development
• An international team with a high focus on gender diversity
• Attractive compensation package and performance‑based rewards
• At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too.

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.