Technical Resource Center Analyst

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Address technical inquiries through phone, email, and chat, delivering prompt and precise solutions.

• Analyze and resolve hardware, software, and network issues related to various HITACHI VANTARA products and services.

• Thoroughly document all support interactions, resolutions, and escalations in the ticketing system.

• Conduct basic system administration tasks, including managing user accounts and resetting passwords.

• Work in collaboration with senior technical staff and other departments to address complex technical challenges.

• Keep knowledge base articles and technical documentation updated and maintained.

• Inform users about best practices and available self-service options.

• Engage in training programs to improve technical skills and product knowledge.

• Recognize recurring issues and take part in process improvement initiatives.

• Comply with established service level agreements (SLAs) and support protocols.

⛳️ Requirements

• A bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

• 1-3 years of experience in a technical support position, ideally within a helpdesk or call center setting.

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

• Familiarity with Storage and SAN Protocols (FC, iSCSI, FCOE, NVMe).

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

• Exceptional communication skills, both written and verbal, in English and Spanish.

• Strong analytical and problem-solving capabilities.

• Ability to work autonomously and collaboratively in a fast-paced environment.

• Customer-oriented with a strong dedication to delivering outstanding service.

• Proficient in prioritizing tasks and managing multiple issues at once.

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

🏝️ Benefits

• Industry-leading benefits.

• Support and services focused on your holistic health and well-being.

• Flexible arrangements tailored to your needs.