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nkang_Technical Support Engineer
年収：800万 ～ 1200万
採用企業案件
レノボ・ジャパン合同会社
-
- 会社規模非公開
- ソフトウエア
- ハードウエア
- 電気・電子
- 半導体
- その他
| 部署・役職名 | nkang_Technical Support Engineer |
|---|---|
| 職種 | |
| 業種 | |
| 勤務地 | |
| 仕事内容 |
Position Description: The Premium Services Technical Support Engineer is a critical member of the Premium Services team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communication skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Technical Support Engineers must resolve the most complex customer problems, often collaborating with OEM software and hardware Level 3 support teams. Premium Services Technical Support Engineers must be experienced remote support agents, with strong technical troubleshooting skills in networking, storage, and operating systems. Industry-leading certifications, 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 knowledge of network infrastructure and security is also necessary. Excellent language ability, customer issue handling, and communication skills are critical for this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, role play interviewing, and hands-on problem recreation and resolution testing. Key Responsibilities: ・Serve as the primary point of contact for SSG Premium Services 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 Why This Position Is Attractive: 1. Opportunity to Strengthen Core Technical Skills * Hands-on experience across networking, storage, operating systems, and security, while also working with major OEM server software and hypervisors. * Exposure to complex problem resolution, hardware tuning, configuration, and performance optimization that directly enhances career growth. 2. Collaboration in a Global Environment * Direct collaboration with OEM Level 3 software and hardware support teams provides exposure to global best practices and advanced technical expertise. * Work closely with diverse customers and colleagues, improving communication skills and language proficiency in an international setting. 3. Customer-Centric Professional Expertise * This role goes beyond traditional technical support, serving as a key player in ensuring premium customer experience. * Enhances capabilities in customer issue handling, professional communication, and leadership in problem resolution. 4. Career Differentiation * The Premium Services team is strategically important within Lenovo, and resolving the most complex customer issues provides high visibility and recognition across the organization. * The rigorous interview process (technical scenarios, role plays, hands-on problem solving) ensures that successful candidates are recognized as highly skilled and trusted experts. 【MUST】 -We welcome candidates who meet several of the following qualifications– ・Contact center experience of 1~5 years in similar Intel-based hardware environments ・Prior experience as a Level 2 support engineer ・Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry 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, NetApp) ・Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems ・Deep technical expertise in industry standard systems management tools Language: ・English speaking and written skills required ・Native Local language is required: Japanese 【WANT】 -We welcome candidates who meet several of the following qualifications– ・Storage: NetApp NCSE or any other storage certificate strongly preferred ・VMware: VCP6-DCV, VCIX6-DCV strongly preferred ・Nutanix: NCP NCAP strongly preferred ・Microsoft: Certificate relates to Azure, MCSA and MCSE certifications (server operating systems, infrastructure, and cloud) ・Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud) ・SUSE: CLA, CLP |
| 労働条件 |
We offer a variety of unique programs to help you work hard, enjoy your personal life, and maintain a healthy work-life balance! #Standard Working Hours# * 9:00–17:45 (Prescribed working hours: 7 hours 45 minutes) * Break time: 60 minutes * Overtime: Required when necessary #Flextime System# * Core hours: 10:00–15:00 #Remote Work / Work from Home# During the COVID-19 pandemic, the majority of employees worked remotely. Even prior to the pandemic, we permitted employees to take laptops offsite and offered unlimited telework. Direct travel to and from client sites is encouraged, and by leveraging IT tools (chat platforms, online meeting tools, VPN, etc.), employees can work comfortably from anywhere with an environment equivalent to the office. #Childcare Support Programs# In addition to legally mandated parental leave and reduced working hours, we offer more generous benefits than required by law. * Full salary paid during maternity leave (legally unpaid), with leave starting up to 7 weeks before childbirth—one week earlier than legally mandated. * Access to the Japanese Cabinet Office babysitter subsidy program, offering a discount of ¥4,400 per use (conditions and limits apply). * A dedicated third-party consultation service for childcare and nursing care issues. * While many female employees have long taken parental leave and returned to work, the number of male employees taking parental leave has been steadily increasing, reflecting company-wide understanding and awareness of balancing work and family life. #"Friah!" Program# Our unique program encourages employees to finish work early after 16:30 every Friday to enjoy personal time or spend time with family. We also host online seminars during this time to support personal development. #Buddy Program# Each new hire is assigned a “Buddy” — an existing employee who provides multifaceted support to help new employees quickly adapt to the workplace and get started smoothly. This is not only beneficial for the new hire but also helps the Buddy with their own career development. #Holidays & Leave# * Five-day workweek (Saturday & Sunday off) * National holidays * Company anniversary (May 1) * Year-end/New Year holidays (December 30–January 3) * Paid leave, maternity leave, bereavement leave, volunteer leave, and refresh/long-service leave We have a culture that makes it easy to take leave, with a strong emphasis on discretion and self-management, allowing teams to coordinate and take extended vacations. #Benefits# * Full social insurance coverage * Employee pension insurance, employment insurance, health insurance, workers’ compensation insurance * Retirement benefits (defined contribution pension) * Asset-building savings program #Training & Development# In addition to on-site programs such as global common training and manager training, we offer a wide range of online training courses, enabling employees to acquire skills beyond their immediate job responsibilities. |
| 応募資格 |
【必須（MUST）】 -We welcome candidates who meet several of the following qualifications–・Contact center experience of 1~5 years in similar Intel-based hardware environments ・Prior experience as a Level 2 support engineer ・Troubleshooting from a solution level for appropriate data collection (logs) and isolation: architectural level and interfaces between componentry 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, NetApp) ・Expert technical knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems ・Deep technical expertise in industry standard systems management tools 【歓迎（WANT）】 -We welcome candidates who meet several of the following qualifications–・Storage: NetApp NCSE or any other storage certificate strongly preferred ・VMware: VCP6-DCV, VCIX6-DCV strongly preferred ・Nutanix: NCP NCAP strongly preferred ・Microsoft: Certificate relates to Azure, MCSA and MCSE certifications (server operating systems, infrastructure, and cloud) ・Red Hat: RHCSA, RHCE, RHCA (Datacenter, Cloud) ・SUSE: CLA, CLP Language: ・English speaking and written skills required ・Native Local language is required: Japanese |
| アピールポイント | 自社サービス・製品あり 外資系企業 女性管理職実績あり シェアトップクラス 年間休日120日以上 産休・育休取得実績あり Uターン・Iターン歓迎 管理職・マネージャー 完全土日休み フレックスタイム |
| リモートワーク | 可 「可」と表示されている場合でも、「在宅に限る」「一定期間のみ」など、条件は求人によって異なります |
| 受動喫煙対策 | 喫煙室設置 |
| 更新日 | 2025/10/24 |
| 求人番号 | 5597358 |
採用企業情報
- レノボ・ジャパン合同会社
-
- 会社規模非公開
- ソフトウエア
- ハードウエア
- 電気・電子
- 半導体
- その他
-
会社概要
【設立年月日】2005年4月28日
【本社所在地】東京都千代田区外神田四丁目14番1号
【事業内容】パーソナルコンピュータメーカー（PC製品等の研究・開発・販売・サービス）
転職・求人情報の詳細をご覧になる場合は会員登録（無料）が必要です