Technical Support Engineer

Responsibilities:
• Providing hardware remote technical support, troubleshooting and log analysis for hardware installation, configuration for Lenovo x86 servers.
• Providing problem determination / problem source Identification. Review diagnostic information to assist in isolation of a problem cause.
• Providing technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
• Identifying hardware known defects and fixes to resolve problems.
• Engaging escalation team to assist in resolution after identifying suspected defects.
• Aiding with questions regarding product documentation related to the supported products.
• Cross-departmental collaboration for seamless problem resolution.
• Demonstrating proficiency in the hardware platform supported by maintaining applicable technical certifications (business related).
• Supporting Canada customers, Canada time zone, Shift based.