Technical Resource Center Analyst

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Address and resolve technical questions through phone, email, and a ticketing system while adhering to Service Level Agreements (SLAs).

• Identify and troubleshoot hardware, software, and network issues related to Hitachi products and services.

• Refer complex or unresolved matters to the appropriate development teams, ensuring thorough documentation and follow-up.

• Keep comprehensive records of support interactions, solutions, and configurations within the ticketing system.

• Create knowledge base articles, FAQs, and technical documentation.

• Educate and mentor users and junior team members on Hitachi products and systems.

• Engage in the testing and evaluation of new products, updates, and solutions.

• Monitor system performance to identify potential issues or areas for improvement.

• Work collaboratively with engineering, sales, and product management teams to meet customer needs and improve product quality.

• Adhere to company policies, procedures, and security protocols.

⛳️ Requirements

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

• Over 5 years of experience in a technical support position, ideally within a corporate or enterprise setting.

• Strong comprehension of IT environments, including Windows, Linux, TCP/IP, DNS, and prevalent business applications.

• Exceptional problem-solving and analytical abilities.

• Excellent written and verbal communication skills, capable of articulating technical concepts clearly to non-technical individuals.

• Familiarity with ticketing systems such as ServiceNow or Zendesk and remote support tools.

• Capacity to work independently and collaboratively in a fast-paced, dynamic environment.

• Commitment to high-quality service with a customer-focused mindset.

• Relevant industry certifications or training such as CompTIA A+, Network+, Cisco, RedHat, Azure, AWS, GCP, or Oracle are advantageous.

🏝️ Benefits

• Employees can participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, subject to specific program conditions and restrictions.

• Access to industry-leading benefits, support, and services for comprehensive health and wellbeing.

• Flexible arrangements tailored to fit your needs (dependent on role and location).

• Enjoy autonomy, freedom, and ownership in your role.

• Reasonable accommodations provided during the recruitment process.