Technical Support Agent – Tier 1

About the role

The Technical Support Agent (TSA) – Tier 1 provides frontline technical assistance and customer service across multiple channels for Lenovo products. You will be the first point of contact, handling inquiries, validating warranties, diagnosing issues, and ensuring a positive experience throughout the support lifecycle.

Key responsibilities

• Deliver technical support via inbound/outbound calls, email, chat, e‑ticketing and other approved platforms.
• Capture and validate customer information, product details, warranty entitlement and case data.
• Diagnose, troubleshoot and resolve hardware, software, networking and system issues using Lenovo workflows and tools.
• Perform proactive follow‑up callbacks for unresolved or interrupted cases and manage case status updates.
• Escalate complex issues to Level 1.5 specialists or other support teams as needed.
• Document all interactions, troubleshooting steps and resolutions accurately in the approved system.

Required profile

• High School Diploma; technical vocational training in Computer Maintenance, IT or related field (college degree preferred).
• Minimum 1 year of experience in technical support, help desk or customer‑facing IT role.
• Native or near‑native Spanish and at least basic English (A2) proficiency.
• Strong communication, active listening and customer‑empathy skills.

Required skills

• Windows 10 and Windows 11 operating systems.
• Microsoft 365 applications and user‑level troubleshooting.
• PC hardware knowledge – laptops, desktops, workstations, docking stations, peripherals.
• Device Manager, drivers, BIOS/UEFI, firmware updates, Lenovo diagnostic tools.
• Storage concepts – SSDs, disk management, data transfer.
• Networking basics – Wi‑Fi, Ethernet, Bluetooth, VPN, TCP/IP, DNS, DHCP.
• Remote support tools, CRM systems, ticketing platforms and knowledge‑base tools.