Managed Service Desk Level 1.5 Technician

Full job description
General Information
Req #
WD00084+42
Career area:
Services
Country/Region:
Canada
State:
Ontario
City:
Markham
Date:
Tuesday, July 1, 2025
Working time:
Full-time
Additional Locations:
Canada - Ontario - Markham
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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: ++2) (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.
Description and Requirements
Key Responsibilities:

Incident Resolution: Respond to and resolve escalated support requests from Level 1 technicians, ensuring timely and accurate diagnosis of issues related to hardware, software, and network systems.
Technical Troubleshooting: Perform advanced troubleshooting for Windows, macOS, Linux, and mobile operating systems, as well as network connectivity, printers, and peripheral devices.
User Support: Provide technical support to end-users, including issue diagnosis, documentation, and resolution.
System Maintenance: Assist in monitoring, maintaining, and supporting IT systems such as Active Directory, Office 365, and various enterprise applications.
Ticket Management: Manage and prioritize incoming service requests and incidents in the ticketing system, ensuring SLAs are met.
Collaboration: Work closely with other teams to escalate issues that require further expertise and follow up on unresolved tickets.
Knowledge Base Contribution: Create and update technical documentation, knowledge base articles, and standard operating procedures (SOPs) for common issues and solutions.
Customer Service: Provide excellent customer service, ensuring all interactions are handled with a professional and empathetic approach.
Required Skills & Qualifications:

Experience: 2-4 years of experience in IT support, preferably in a service desk or helpdesk role.
Technical Knowledge:
Advanced understanding of Windows, macOS, and Linux operating systems.
Experience with Active Directory, Office 365, and remote support tools.
Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Familiarity with ticketing systems like ServiceNow, JIRA, or Zendesk.
Certifications:
CompTIA A+, Network+, or Microsoft certifications (MCSA/MCSE) are highly desirable.
ITIL 4 Foundations preferred.
Problem-Solving: Excellent troubleshooting and analytical skills with the ability to think critically under pressure.
Communication: Strong verbal and written communication skills to effectively assist users and document resolutions.
Team Player: Ability to work independently and as part of a team, contributing to the overall success of the IT department.
Preferred Qualifications:

Experience in an ITIL-driven environment.
Familiarity with cloud services such as Azure or AWS.
Basic knowledge of scripting (PowerShell, Python) is a plus.
Work Environment:

This position is primarily an office-based role

Additional Locations:
Canada - Ontario - Markham
Canada
Canada - Ontario
Canada - Ontario - Markham