Function

Our Company

Were 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.

Job description

The Technical Resource Center Analyst provides first-line technical support to internal and external customers resolving technical issues and escalating complex problems as needed to ensure minimal disruption and high customer satisfaction.

The Role

• Respond to technical inquiries via phone email and chat providing timely and accurate solutions.

• Diagnose and troubleshoot hardware software and network issues for various HITACHI VANTARA products and services.

• Document all support interactions resolutions and escalations thoroughly in the ticketing system.

• Perform basic system administration tasks including user account management and password resets.

• Collaborate with senior technical staff and other departments to resolve complex technical problems.

• Maintain and update knowledge base articles and technical documentation.

• Educate users on best practices and self-service options.

• Participate in training programs to enhance technical skills and product knowledge.

• Identify recurring issues and contribute to process improvement initiatives.

• Adhere to established service level agreements (SLAs) and support procedures.

What Youll Bring

• Bachelors degree in Information Technology Computer Science or a related field or equivalent practical experience.

• 1-3 years of experience in a technical support role preferably in a helpdesk or call center environment.

• Strong understanding of Linux OS Windows operating systems Microsoft Active Directory and basic networking concepts (TCP/IP DNS DHCP).

• Familiarity with Storage and SAN Protocol (FC iSCSI FCOE nVME)

• Familiarity with IT service management (ITSM) tools and ticketing systems (e.g. ServiceNow Jira Service Desk).

• Excellent communication skills both written and verbal in English and Spanish.

• Strong problem-solving and analytical abilities.

• Ability to work independently and as part of a team in a fast-paced environment.

• Customer-focused with a strong commitment to providing exceptional service.

• Ability to prioritize tasks and manage multiple issues simultaneously.

• Knowledge of HITACHI VANTARA products or enterprise storage solutions is a plus.

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About us

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.

Fostering innovation through diverse perspectives

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.

How we look after you

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.