Technical Support Engineer - GCSS Global

Job description

Function Services Our Company We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data. If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re 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 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 you´ll 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 About us We’re 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. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with. We’re proud to say we’re 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.