Senior Premier Technical Support Specialist

• Saudi Arabia

This newly created Senior Premier Technical Support Specialist role is primarily a senior technical role and will work within Premier Technical Support team in Saudi Arabia - Riyadh (TBC) , interacting with the Lenovo Product & Quality teams, Delivery Partners and corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include working on escalations from Premier Technical support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to the Support Technicians.

Day-To-Day Tasks:

• Provide advanced technical support by diagnosing and resolving complex issues, while mentoring and coaching technicians.
• Act as a single point of contact for high-priority customer escalations, ensuring ownership, continuity, and timely resolution.
• Document all technical actions and customer interactions accurately to maintain transparency and accountability.
• Proactively engage with customers during onboarding, service reviews, and regular calls to build trust and strengthen relationships.
• Communicate complex technical topics clearly, simplifying them for both internal stakeholders and customers to ensure alignment.
• Collaborate cross-functionally with TAMs, TSMs, and other teams to drive service improvements and customer success initiatives.
• Identify and escalate recurring or systemic issues, contributing to long-term resolution strategies and knowledge sharing.
• Support customer satisfaction efforts by acting on feedback and participating in service quality improvement initiatives.
• Deliver knowledge transfer sessions to internal teams and customers, enhancing technical understanding and capability.

Key Competencies Needed:

• Advanced knowledge of Windows operating systems and Microsoft products, applied effectively in customer environments
• Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations, and IoT devices
• Strong written and verbal communication skills, adaptable to both technical and non-technical audiences
• Advanced problem-solving skills using structured methodologies to resolve complex issues
• Quick to learn and apply new and complex technologies, tools, and processes
• Effective at prioritising tasks in a fast-paced, dynamic work environment
• Committed to meeting delivery timelines while remaining agile to respond to urgent requests

Business-fluent in Arabic and English are essential for supporting global customers and cross-regional collaboration.

• Saudi Arabia