Description and Requirements
Key Responsibilities
1. Floor Support for All Queries
The L2 provides immediate resolution to technical, process-related, policy. This includes :
- SOP clarifications for troubleshooting.
- Guidance on part compatibility and usage.
- Support in tool navigation and technical platforms.
- Real-time support ensures engineers remain productive and avoid downtime due to ambiguity.
2. Escalation Handling (On Call and Off Call)
The role is critical in managing and resolving escalations efficiently, preventing customer dissatisfaction and potential brand impact.
3. Unit Collection & Field Support for Escalated / Repeat Cases
Ensures accountability and timely collection of defective units, facilitating root cause analysis and effective closures.
4. RCA for Escalated Cases
Drives continuous improvement by identifying root causes of escalated issues and suggesting preventive actions.
5. Technical KPI management as per given KPI.
Qualification & Experience
Degree in Information Technology or Hardware or related discipline.Sound technical knowledge in troubleshooting hardware issues for laptop, desktop, accessories, headphones, keyboard etc.Excellent communication and customer relation skills.Working hours - 6 days a week (Monday to Saturday) 9 am to 6 pm, one day week off provided.Additional Locations :
India - Karnātaka - BangaloreIndia - Tamil Nādu - ChennaiIndia - Mahārāshtra - PuneIndia - Mahārāshtra - NāgpurIndia - Andhra Pradesh - VishākhapatnamIndia - Tamil Nādu - MaduraiIndia - Karnātaka - MysoreIndia - Tamil Nādu - CoimbatoreIndia - Odisha - BhubaneshwarIndia - Mahārāshtra - KolhāpurIndia - Kerala - ThiruvananthapuramIndia - Tamil Nādu - SalemIndia - Kerala - KochiIndia - Karnātaka - ShimogaIndia - Karnātaka - MangaloreIndia - Odisha - CuttackIndia - Tamil Nādu - TuticorinIndia - Kerala - CalicutIndia - Tamil Nādu - VelloreIndia - Karnātaka - BANGALOREIndiaIndia - Andhra Pradesh ,India - Karnātaka ,India - Kerala ,India - Mahārāshtra ,India - Odisha ,India - Tamil NāduIndia - Karnātaka - Bangalore ,India - Tamil Nādu - Chennai ,India - Mahārāshtra - Pune ,India - Mahārāshtra - Nāgpur ,India - Andhra Pradesh - Vishākhapatnam ,India - Tamil Nādu - Madurai ,India - Karnātaka - Mysore ,India - Tamil Nādu - Coimbatore ,India - Odisha - Bhubaneshwar ,India - Mahārāshtra - Kolhāpur ,India - Kerala - Thiruvananthapuram ,India - Tamil Nādu - Salem ,India - Kerala - Kochi ,India - Karnātaka - Shimoga ,India - Karnātaka - Mangalore ,India - Odisha - Cuttack ,India - Tamil Nādu - Tuticorin ,India - Kerala - Calicut ,India - Tamil Nādu - Vellore ,India - Karnātaka - BANGALORE NOTICE FOR PUBLIC At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.Kindly verify job offers through the official or contact Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.