Technical Support Agent (TSA) - Tier 1 SPA
Core
Frontline technical support agent resolving hardware, software, and networking issues for Lenovo customers via phone, email, chat, and e-ticketing.
Role type
Tier 1 Technical Support Agent (IC)
Builds
Resolved customer cases and maintained service quality for Lenovo products
Domain
Consumer electronics / IT support
Deliverable
client delivery
Required skills
Hardware troubleshooting, Windows 10/11 support, Microsoft 365 troubleshooting, PC hardware knowledge, Networking basics (TCP/IP, DNS, DHCP), Remote support tools, CRM/ticketing systems, Documentation, Multi-channel communication
Preferred skills
Spanish language proficiency, Experience with multiple support channels, Knowledge of PC peripherals and storage devices
Technologies
Windows 10, Windows 11, Microsoft 365, Device Manager, BIOS/UEFI, Lenovo diagnostic tools, Wi-Fi, Ethernet, Bluetooth, VPN, TCP/IP, DNS, DHCP, CRM systems, Ticketing platforms
Responsibilities
Diagnose and resolve customer-reported hardware, software, and networking issues; Validate warranty entitlement and capture customer information; Manage case status and provide updates; Perform proactive follow-up callbacks; Escalate complex issues to Level 1.5 specialists; Document interactions and resolutions accurately; Meet operational performance standards for quality and service levels.
Seniority
Entry-level to Junior, hands-on IC
