Function
GCSS
Job description
The Role
The Technical Resource Center Analyst at Hitachi, Ltd. provides advanced technical support and guidance to internal and external stakeholders, ensuring the efficient operation and resolution of technical issues.
What you will be doing
* Respond to and resolve technical inquiries via phone, email, and ticketing system, adhering to defined service level agreements (SLAs).
* Diagnose and troubleshoot hardware, software, and network issues for various Hitachi products and services.
* Escalate complex or unresolved issues to appropriate or development teams, ensuring proper documentation and follow-up.
* Maintain accurate and detailed records of all support interactions, resolutions, and configurations in the ticketing system.
* Develop and contribute to knowledge base articles, FAQs, and technical documentation to improve self-service options and support efficiency.
* Provide training and guidance to users and junior team members on the effective use of Hitachi products and systems.
* Participate in the testing and evaluation of new products, updates, and solutions.
* Monitor system performance and proactively identify potential issues or areas for improvement.
* Collaborate with cross-functional teams, including engineering, sales, and product management, to address customer needs and enhance product quality.
* Adhere to all company policies, procedures, and security protocols.
What you will bring to the team
* Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
* 5+ years of experience in a technical support role, preferably within a corporate or enterprise environment.
* Strong understanding of IT environments, including operating systems (Windows, Linux), networking concepts (TCP/IP, DNS), and common business applications.
* Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
* Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
* Proficiency in using ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
* Ability to work independently and as part of a team in a fast-paced, dynamic environment.
* Customer-focused with a strong commitment to delivering high-quality service.
* Relevant industry certifications or training (e.g., CompTIA A+, Network+, Cisco, RedHat, Azure, AWS, GCP, Oracle, etc) are a plus.
As required by the equal pay and transparency acts, the expected base salary for this position is: $100K to $120k. Expected on-target earnings: $110K to $138K.
The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi Vantara's bonus/variable/commission pay programs, where applicable, and are subject to the program's conditions and restrictions.
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