IBM Technical Support - Entry Level 

Egypt, Giza, Giza 

400147373

Key Responsibilities:

• Provide timely and professional technical support to customers via email, addressing inquiries related to Lenovo PC products.
• Diagnose hardware issues, including but not limited to system crashes, software errors, connectivity problems, and peripheral compatibility.
• Guide customers through troubleshooting steps, utilizing assistance tools and diagnostic software where necessary to identify and resolve technical issues.
• Document all interactions with customers, including issue details, troubleshooting steps taken, and resolutions provided, in a comprehensive manner.
• Escalate complex technical issues to senior support staff or appropriate internal teams, ensuring prompt resolution and customer satisfaction.
• Stay updated on Lenovo product specifications, technical documentation, and troubleshooting procedures to provide accurate and up-to-date support.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to product improvement initiatives.
• Participate in training sessions and knowledge-sharing activities to enhance technical skills and stay informed about new Lenovo products and technologies.
• Maintain a positive and customer-focused attitude while adhering to service level agreements (SLAs) and quality standards for email support.

Required Technical and Professional Expertise

• Proven experience in technical support roles, preferably with a focus on Lenovo PC products or similar hardware.
• Proficiency in diagnosing and troubleshooting hardware and software issues related to desktops, laptops, and peripherals.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely via email.
• Strong customer service orientation with a passion for helping customers resolve technical challenges effectively.
• Ability to work independently in a remote environment, demonstrating self-motivation, time management skills, and attention to detail.
• Familiarity with remote support tools, diagnostic utilities, and ticketing systems for tracking and managing customer inquiries.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Availability to work in the office in US Time zone hours.
• Fluent in English.

Preferred Technical and Professional Expertise

• Master’s degree in Computer Science, Information Technology, or a related field preferred.