Technical Support Engineer GCSS Global
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Job Summary
Function
ServicesWere Hitachi Vantara the data foundation trusted by the worlds innovators. Our resilient high-performance data infrastructure means that customers from banks to theme parks can focus on achieving the incredible with data.
If youve seen the Las Vegas Sphere youve seen just one example of how we empower businesses to automate optimize innovate and wow their customers. Right now were laying the foundation for our next wave of looking for people who love being part of a diverse global team and who get excited about making a real-world impact with data.
The Team
The Technical Resource Center team is the first point of contact for Hitachi Vantara customers seeking technical support. Working in a fast-paced contact center environment the team delivers high-quality assistance across a range of products and services helping customers resolve issues quickly and effectively. By combining technical expertise with a customer-first mindset the team plays a critical role in ensuring a seamless support experience and maintaining strong customer relationships.
The Role
As a Technical Resource Center Analyst you will provide first-level technical support to Hitachi Vantara customers via phone email chat and ticketing systems. You will troubleshoot hardware software and application-related issues support product installation and configuration activities and guide customers through technical resolutions using established processes and knowledge resources. You will document interactions maintain accurate case records and escalate more complex issues to specialist teams when required. Working independently with general supervision you will manage a high volume of requests while delivering an exceptional customer experience and ensuring timely resolution of customer issues.
What youll bring
- Experience in a technical support help desk service desk or contact center environment
- Strong troubleshooting and problem-solving skills
- Knowledge of Windows operating systems and Microsoft Office applications
- Basic understanding of networking concepts including TCP/IP DNS and DHCP
- Experience with ticketing or IT service management tools such as ServiceNow or Jira
- Excellent verbal and written communication skills
- Ability to explain technical concepts clearly to customers of varying technical backgrounds
- Strong customer service orientation and commitment to delivering a positive customer experience
- Ability to manage multiple priorities in a fast-paced environment
- CompTIA A ITIL Foundation or similar certifications are an advantage
#LI-JS2
Were a global team of innovators. Together we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future this is the place to fulfil your purpose and achieve your potential.
Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people which drives our innovation and growth.
We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued heard and safe to express themselves they do their best work.
We help take care of your today and tomorrow with industry-leading benefits support and services that look after your holistic health and wellbeing. Were also champions of life balance and offer flexible arrangements that work for you (role and location dependent). Were always looking for new ways of working that bring out our best which leads to unexpected ideas. So here youll experience a sense of belonging and discover autonomy freedom and ownership as you work alongside talented people you enjoy sharing knowledge with.
Were proud to say were an equal opportunity employer and welcome all applicants for employment without attention to race colour religion sex sexual orientation gender identity national origin veteran age disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process please let us know so that we can do our best to set you up for success.
Required Experience:
IC
About Company
Discover how Hitachi Rail is connecting the future of mobility through integrated rail solutions, across rolling stock, signalling, digital technology and more.
