First Responder Lenovo ISG Premier Support Team (Bilingual)

First Responder

• Lenovo ISG Premier Support Team (Bilingual) Morrisville, NC Job Details Full-time 21 hours ago Qualifications Live chat ITIL Foundation Data Center Operations Spanish Wiki systems Computer science Data center experience ITIL Certification Bachelor's degree in information technology Computer Science Phone communication Associate's degree in computer science Workflow management (operations management method) Process improvement Mid-level Administrative experience High school diploma or GED Analysis skills Content creation Associate's degree in information technology CompTIA Network+ Customer support ticket management Customer support 1 year Associate's degree Bachelor's degree in computer science Escalation handling Communication skills CompTIA A+ Information Technology Full Job Description General Information Req #

WD00096449

Career area:

Information Technology Country/Region:

United States of America State:

North Carolina City:

Morrisville Date:

Wednesday, April 8, 2026 Working time:

Full-time Additional Locations :

United States of America

• North Carolina
• Morrisville Why Work at Lenovo 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, and 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 (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (

HKSE:

992) (

ADR:

LNVGY). This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub. Description and Requirements At Lenovo, we are focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world's most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation

• to create better experiences and opportunities for millions of customers around the world.

Join us in defining our world of tomorrow and creating smarter technology for all! As a First Responder on our ISG Premier Support team, you will be the initial point of contact for our customers seeking assistance with datacenter systems and devices. Your role is crucial in maintaining customer confidence in our support structure and ensuring a high level of customer satisfaction. You'll be part of an extremely versatile team of Support Engineers who help drive excellent service to our clients and customers. In this role, you will be providing live call center technical support using multiple systems, including phone, chat, and eTicketing. As an Intake First Responder, you will oversee the efficient handling and distribution of incoming support requests to ensure timely and effective customer service. Your role is critical in managing workflow, prioritizing cases, and maintaining service standards within the team and prioritize call loads appropriately. Shift assignment plus weekend and holiday coverage may be required. Bilingual

• Spanish proficiency is strongly preferred for this role.

Key Responsibilities:

Case Intake Management:

Handle incoming support requests via phone, chat, and eTickets. Accurately log and categorize cases in our tracking system. Ensure prompt and efficient case intake to meet established targets.

Initial Problem Determination and Case Creation:

Perform initial intake/contact, triage, and log collection. Create and document cases accurately in the system. Provide recommended solutions prior to escalation to L2 support.

Case Routing and Escalation:

Route complex and unresolved issues to appropriate Level 2 support teams. Initiate work orders based on triage and/or L2 proposed solutions for field service. Ensure accurate documentation and transfer of case details for seamless escalation.

Customer Interaction and Follow-Up:

Communicate effectively with customers to understand their issues and provide clear guidance. Follow up with customers, field service, and Parts Escalation Desk (PED) team as needed. Maintain a professional and empathetic demeanor in all customer interactions. Ensure customers are kept informed of case status and progress.

Case Administration:

Add notes and perform compliance checks to ensure case accuracy and completeness. Assist L2 engineers with technical and administrative activities throughout the lifecycle of the case. Work with customers to drive cases to resolution.

Content Creation and Process Improvement:

Contribute to content creation in the Wiki to drive more efficient processes and quick solutions for customers. Participate in regular team meetings to discuss case management strategies and updates.

• Contribute to continuous improvement initiatives to enhance support processes and customer experience.

Global Team Collaboration:

Collaborate with global support teams to ensure smooth case transitions across different time zones.

Additional Duties:

Perform other technical and administrative duties required for case resolution and customer satisfaction.

Skills and Abilities:

Strong problem-solving and analytical skills. Excellent verbal and written communication skills. Ability to work effectively in a fast-paced, high-pressure environment. Familiarity with ticketing systems and customer support software. Basic understanding of datacenter operations and equipment.

Required Qualifications:

High school diploma or equivalent required. Minimum of 1-2 years of experience in a customer support or technical support role.

Preferred Qualifications:

Associate or bachelor's degree in information technology, Computer Science, or related field preferred.

• Bilingual
• Spanish proficiency strongly preferred.

Experience in datacenter environments or with datacenter devices is a plus. ITIL Foundation certification or equivalent is desirable. Relevant technical certifications (e.g., CompTIA A+, Network+) are a plus.

Work Environment:

This position may require shift work to support global operations.

• We follow a friendly hybrid model with three days a week in the office
• great for collaboration and connection!

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.

Additional Locations :

United States of America

• North Carolina
• Morrisville United States of America United States of America
• North Carolina United States of America
• North Carolina
• Morrisville