IT Administrator – Level 1 Support

About the role

Join Lenovo as an IT Administrator responsible for being the first point of contact for end‑user IT incidents. You will provide Level 1 troubleshooting, ensure timely ticket resolution, and support security onboarding processes.

Key responsibilities

• Receive and respond to IT incidents via email, phone, and online channels.
• Perform Level 1 troubleshooting using remote assistance tools such as Bomgar.
• Manage an automated phone system, including call recording, callbacks, and voicemail.
• Log, track, and monitor tickets throughout their lifecycle, ensuring SLA compliance and proper closure following ITIL best practices.
• Administer password resets, account unlocks, and BitLocker recovery pin support.
• Onboard users to Cisco Duo two‑factor authentication and manage access to network shared drives.
• Update and maintain basic troubleshooting questionnaires for Level 1 support.

Required profile

• Strong customer‑service orientation with the ability to handle inbound calls professionally.
• Familiarity with IT service management processes, especially ITIL.
• Attention to detail and ability to follow documented procedures.

Required skills

• Bomgar (or similar remote assistance tool)
• ITIL ticket management
• BitLocker recovery pin handling
• Cisco Duo 2FA administration
• Password reset and account unlock procedures
• Network shared drive access management
• Basic troubleshooting questionnaire maintenance

What we offer

• Opportunity to work for a global technology leader.
• Inclusive and diverse workplace.
• Exposure to a wide range of enterprise IT environments.