Premier Executive Technical Support - L1 - ANZ

The Position
The Premier L1 Executive Technical Support role provides enhanced first-line technical support to Lenovo Premier Warranty customers, including commercial and enterprise users.

This role is responsible for delivering high first-contact resolution, performing advanced hardware and software troubleshooting, and providing a premium, white-glove customer support experience.
The successful candidate will demonstrate strong technical capability, a structured troubleshooting mindset, and end-to-end case ownership, acting as a trusted front line before escalation to L2/L3 support teams.

Key Responsibilities
•Provide advanced first-line technical support to customers and field engineers by diagnosing and resolving hardware, software, operating system, and service-related issues.
•Deliver inbound and outbound voice and non-voice support (phone, email, messaging platforms and helpdesk tools) for Lenovo Premier customers across the ANZ region.
•Perform comprehensive troubleshooting and root cause analysis, including:
o Operating system and system performance issues
o Drivers, BIOS, firmware, and patch management
o Hardware diagnostics, isolation, and failure identification
o System stability and reliability issues
•Achieve high Fix on Contact (FOC) rates by resolving issues independently wherever possible prior to escalation or dispatch.
•Raise service dispatches only after completing appropriate software and hardware triage in accordance with established procedures and guidelines.
•Act as the single point of contact for assigned Premier cases, ensuring:
o Clear ownership and accountability
o Proactive follow-ups and regular customer updates
o SLA-aligned communication and timely resolution
•Escalate cases to L2/L3 support with complete and accurate documentation, including troubleshooting steps taken, diagnostics results, logs, and a clear problem statement.
•Monitor, manage, and drive assigned open cases to closure, ensuring workload prioritization and adherence to service level agreements.
•Collaborate with the TAM and wider technical teams to track issues, highlight recurring problems, and contribute insights that support process improvements and knowledge sharing.
•Deploy, maintain, and support end-user environments, including:
o Operating system imaging, upgrades, patching, and driver management
o Application packaging, deployment, and patching
o Maintenance and support of deployment and infrastructure tools
•Deliver, maintenance, and support services in accordance with published corporate and customer-specific SLAs.
•Perform network monitoring and basic maintenance activities to support service stability and availability.
•Maintain accurate, detailed case documentation to support reporting, analytics, audits, and continuous improvement initiatives.
•Support ongoing company audits, compliance requirements, and certification activities, ensuring adherence to established policies and procedures.
•Deliver a professional, consultative, and premium customer experience, engaging confidently with IT administrators, business users, and enterprise stakeholders.

Principle Duties Allocation
•Call Handling – 45–50%
•Email Support – 20%
•eTickets / Case Management – 20%
•Coaching / Continuous Learning – 5%
•Ad-hoc / Project Tasks – 5%

 

Key Performance Expectations
•Fix on Contact (FOC)
•Technical accuracy and troubleshooting quality
•Customer Satisfaction (CSAT/T3B/EODB)
•SLA and response time adherence
•Quality compliance and documentation standards
•Schedule adherence and professionalism

Qualifications / Skills / Experience
•Degree, Diploma, or equivalent professional qualification in IT or related field.
•1–2 years minimum experience in technical support, preferably within a commercial or enterprise environment.
•Strong knowledge of Windows operating systems, device drivers, BIOS, and firmware.
•Experience in hardware diagnostics and fault isolation.
•Familiarity with basic networking concepts (Wi-Fi, LAN, VPN) and system connectivity issues.
•Excellent problem-solving and root cause analysis skills.
•Strong documentation skills with attention to detail.
•Professional and confident verbal and written English communication.
•Proven ability to manage end-to-end case ownership.
•CompTIA A+ / Network+ or equivalent technical certification (preferred).
•Ability to multitask and work effectively in a fast-paced, customer-focused environment.

 

The Package:

• Attractive Basic Salary - From RM 3500 up to RM 4000
• Shift allowance
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Region of Support: ANZ
• Job Location: Menara TA One 22, Jalan P. Ramlee 50250 Kuala Lumpur, Malaysia