IT Engineer

Roles & Responsibilities

For internal customer support:

• Site IT service delivery Engineer to maintain localized IT service KPI, especially for customer satisfaction through driving for resolution and customer voice end to end following up
• Customer Care Specialist, drive local on-demand requirement & solutions with subject matter expertise
• Executor & support Regional/Global Projects & Needs
• Responsible for effective and consistent communication with reginal employees and regular service report delivery for site business mgmt team
• Addressing queries and issues pertaining to our software, tools & applications
• Monitor Track and Report incident received on a daily basis through ITSM

For external customer support:

• Business development role or pre-sales support role for promoting Lenovo application related offering in AP market
• Service delivery role for external customer after Lenovo sign application related contract

Technical Skills

• Good working knowledge of Microsoft Product range multiple Win OS versions, MS Office, o365, Teams, UiPath, Onedrive, Active Directory, DHCP
• Good customer facing related communication skills (verbal & written) for Lenovo internal or external customer
• Good working knowledge of SAP or Splunk supporting knowledge, better to understand self-development tech. skill eg: Java, Python, PG SQL. capable for troubleshooting the application dependency issues
• Good understanding of ITIL Concepts and IT Operations procedures
• Able to understand knowledge into Hardware Support (Printer, System Assembling and Disassembling)
• Able to understand Windows and Linux based Server management including monitoring knowledge is additional

Key Deliverables

• Deliver resolutions for deskside & basic Network environment & provide application technical solutions
• Guide and manage Contract IT team of 2-5 members
• Co-ordinates with central IT teams for major IT issues and outages
• Recognizes and resolves the L1. 5, L2 issues using existing tools and methodologies to solve problems. Ensures reported issues are resolved and action plan explained to user and obtain satisfaction report
• Ability to contribute independently & ability to interact and initiate dialogue with internal users
• Ability to do professional training and presentation to his peers and internal customers on programs and processes
• Ability to deliver offering promotion material and pr-sales support presentation
• Ability to set up and maintain relationship with both internal and external customer

Technical Team Handling

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Keeping up to date with industry trends and developments.
• Responsible to drive, meet and exceed the agreed KPIs with customers, publishing dashboards, analytics, reducing process gaps, process re-engineering and process quality
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Providing accurate and regular reports to the management on performance of the service delivery
• Ensure customer satisfaction at all times
• Prepare documentation to record and track SLA performance and other reporting requirements
• Provides technical feedback on process issues to improve overall service delivery

Experience & Skills

• Education: Bachelor s degree or equivalent in technology is preferred
• Experience: 10+ years working experience; 5+ Years IT application related support experience
• Technical Team management - Experienced in mentoring, coaching, and enabling the tech team
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Skilled in MS productivity tools viz MS Excel, MS Word, PPT etc
• Persistent, detail oriented, able to multitask
• Ability to work across Geographies and multi-cultural environments