Field Service Engineer

Hitachi Vantara Federal

Hitachi Vantara Federal is the trusted leader in mission-centric data solutions for the Federal government. We’re a collaborative, full-service company with longstanding OT/IT roots. We empower data-driven insight with a deep bench of integrated partners — advancing Federal customer missions regardless of their data maturity levels. Hitachi Vantara Federal is a FOCI-mitigated subsidiary of Hitachi Vantara. Visit us at hitachivantarafederal.com.

The Role

We are seeking a high-energy, customer and solutions focused team player to join the Hitachi Vantara Federal Call center / Field Service Team, to support Hitachi products. As a support analyst / customer engineer, you will be part of a team working to assist Hitachi Federal customers with problem solving and devising solutions.

Location: Maryland/DC/Virginia or New Orleans, LA (or surrounding areas)

Responsibilities:
• Work is split between support center and at customer sites
• Demonstrated ability to triage technical issues, diagnose problems and work through resolution
• Build rapport and relationships as a trusted advisor with the client
• Demonstrated abilities: internal web services and application support
• Manage logistics and supply chain function
• Ensure compliance and enforce system parameters
• Demonstrate relationship as a successful intermediary between Hitachi Vantara Federal and partner ecosystem
• Demonstrated ability to continuously learn, develop yourself, and triage on the fly
• Success working as a team and thrive in a team-oriented atmosphere
• Providing a high level of customer satisfaction through the effective delivery of technical support and service programs
• Product performance / maintenance, product installation, site planning and professional services
• Being a part of the support function, support analyst / customer engineer will closely work with HVF sales, other pre-sales personnel, post-sales  engineers and channel department. 

Demonstrated competencies
• Support analysts / customer engineers provide day-to-day user support, relying on their technical abilities and knowledge to resolve Hitachi product issues.
• Technical skills – excellent technical and computer skills are vital in this role, since support analysts work directly with users to resolve software and hardware issues
• Team collaboration – support analysts tend to work within larger teams of support professionals to resolve user issues, so effective collaboration within the department is essential
• Problem-solving skills – this role requires the ability to identify and solve a wide range of problems, excellent technical and creative problem-solving skills, since support analysts / customer engineers develop and deploy solutions to user issues and conduct troubleshooting
• Time management – support analysts / customer engineers typically handle multiple user issues at once, so they should be able to effectively manage their time, set priorities, and resolve problems in a timely manner
• Communication skills – effective communication is vital in this role, since support analysts / customer engineers prepare and maintain reports about problems and frequently talk users through steps, they can take to resolve software and hardware issues
• Able to act as a thought leader and apply a high degree of technical aptitude to service delivery and problem resolution

Qualifications
• Must be/have: US Citizen; TS/SCI Clearance with poly
• Minimum of 5 years of experience in storage related hardware / software products and service delivery and/or support center experience
• Experience in the below technical disciplines a plus but not required:
o Block storage technology
o File (NAS) storage technology
o SAN technology
o Open Systems (Windows, Solaris, AIX, Linux, VMware, Novell, Tru64, Open VMS, HP-UX)
o Computing server platforms
o Mainframe solutions
o Networking Concepts (VLAN, VSAN)

Great careers start with growth and innovation and here at HV Federal, our mission is to deliver insights that power smarter businesses and inspire social innovation solutions for a healthier, safer future. The key to our innovation is our people -- our culture values respect, diversity, and collaboration. Join our Hitachi family and together, let’s lead the way to extraordinary! 

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