Technical Support Specialist

Function

GCSS

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 Technical Support Specialist provides technical support, advice and assistance to Hitachi Vantara’s customers upon their need to address technical, hardware and software system problems. This includes specific products and their integration, as a Solution. The Technical Support Specialist generally deals directly with end users and, as such, must be able to communicate effectively to ensure that requirements as well as answers and advices are well understood by the stakeholders.

The type of problems the Technical Support Specialist deals with varies from simple to complex and may include issues such as end user inabilities to access data, poor performance and/or system inefficiencies. The Technical Support Specialist is part of a team of Customer Service professionals who are responsible for providing Hitachi’s customers with excellent experience as part of a fast-paced, worldwide 24x7 support center.

Responsibilities

• Providing level 1 support to Hitachi Vantara customers and field teams, including via phone and online tools.

• Assisting in the resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries.

• Perform problem and customer situation management, escalate to the next level of support when necessary, communicate critical case status to management.

• Case management

• Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management.

• Contribute to Knowledge

• Attend training sessions and potentially assist in conducting training/workshops.

• Participate in team projects that enhance the effectiveness of customer success.

Qualifications

• Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills

• Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment

• Positive self-starter, able to take direction and work within a team environment

• Aptitude to learn and support new products and systems

• Ability to work nights, weekends, or standby shifts as needed to meet schedule requirements

• Skills in one or more of the following areas are highly desired:

o IP Networking Concepts (TCP/IP, Active Directory)

o Cloud based Solutions

o Programming Skills (Python, REST API)

o Network Attached Storage (NAS)

o Operating systems including Windows, Linux, VMware

o Enterprise Storage Solutions and Products (Hitachi, EMC, IBM)

o Fibre Channel, Connectivity Solutions (Brocade, Cisco)

o Other software solutions including but not limited to Openshift, Veritas, MSCS, Oracle, Exchange, Commvault, etc

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.