Senior Premier Technical Support Specialist

Lenovo; Riyadh Region; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading global technology company is seeking a Senior Premier Technical Support Specialist in Saudi Arabia. You will diagnose and resolve complex technical issues while mentoring support technicians. This role demands advanced knowledge of Windows operating systems and hardware troubleshooting skills. Excellent communication in Arabic and English is required for interacting with global customers. The company offers a stimulating environment, career development opportunities, and an attractive compensation package.

Benefits

Opportunities for career development

Access to trainings

Focus on Gender Diversity

Attractive compensation package

Qualifications

• Business-fluent in Arabic and English essential for cross-regional collaboration.

Responsibilities

• Provide advanced technical support and mentor technicians.
• Act as a single point of contact for high-priority escalations.
• Document technical actions and customer interactions accurately.
• Engage proactively during onboarding and service reviews.
• Communicate complex topics clearly to stakeholders.
• Collaborate cross-functionally to drive service improvements.
• Identify and elevate recurring issues for long-term resolution.
• Support customer satisfaction initiatives and feedback.
• Deliver knowledge transfer sessions to enhance technical understanding.

Skills

Advanced knowledge of Windows operating systems

Proven ability to troubleshoot hardware issues

Strong written and verbal communication skills

Advanced problem-solving skills

Quick to learn and apply new technologies

Effective prioritising

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full‑stack portfolio of AI‑enabled, AI‑ready, and AI‑optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world‑changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world‑changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

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 and 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 elevate 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.

What Lenovo Can Offer You

• An open and stimulating environment within one of the most forward‑thinking IT companies
• Opportunities for career development growth
• Access to trainings for personal development
• An international team with a high focus on Gender Diversity
• Attractive compensation package and Performance based rewards

Want to hear more on Premier Support? Have a look at what our teams says on Premier Support: https://bit.ly/312wSPq

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.