Technical Support Agent (TSA) - Tier 1 ENG
Core
Frontline technical support and customer service for Lenovo products across phone, email, chat, and e-ticketing channels.
Role type
Tier 1 Technical Support Agent (IC)
Builds
Resolved customer issues for Lenovo hardware, software, and networking products
Domain
Consumer electronics / IT support
Deliverable
client delivery
Required skills
Multi-channel support, hardware/software troubleshooting, warranty validation, case management, documentation, networking basics, remote support tools, CRM/ticketing systems
Preferred skills
PC hardware knowledge, Microsoft 365 troubleshooting, proactive callback management, escalation coordination
Technologies
Windows 10/11, Microsoft 365, Device Manager, BIOS/UEFI, Lenovo diagnostic tools, Wi-Fi/Ethernet/Bluetooth/VPN/TCP/IP/DNS/DHCP, remote support tools, CRM, ticketing platforms
Responsibilities
Provide technical support via inbound/outbound calls, email, chat, and e-ticketing; diagnose and resolve hardware, software, and networking issues; validate warranty entitlement; manage case status and provide updates; perform proactive follow-up callbacks; escalate complex issues to Level 1.5; document interactions and resolutions accurately; protect customer privacy and comply with data policies.
Seniority
Entry-level, hands-on IC
