Technical Support Agent – Tier 1 (English)

About the role

The Technical Support Agent provides frontline technical support 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

• Provide technical support via inbound/outbound calls, email, chat, e‑ticketing and other approved channels.
• 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 escalations to Level 1.5 specialists.
• Document all interactions, troubleshooting steps and resolutions accurately in the approved systems.

Required profile

• High school diploma (technical vocational training in IT or related field preferred); college degree is a plus.
• Minimum 1 year of experience in technical/help‑desk support in a customer‑facing environment.
• Native or near‑native Spanish and advanced English (B1 or higher).
• Strong problem‑solving, 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/ticketing platforms and knowledge‑base systems.