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Customer Success Systems Specialist

Location: Santa Clara, California, United States
Job ID: R0012396
Date Posted: Oct 5, 2022
Segment: Others (Including Headquarters and R&D )
Business Unit: Hitachi Regional Headquarters
Company Name: Hitachi America, Ltd.
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Entry Level
Job Schedule: Full time
Remote: No

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Customer Success Systems Specialist

Company: Hitachi America, Ltd

Division: Information Technology Group (ITG)

Location: Santa Clara, CA

Status: 6 months Temporary, Full-Time

This role is responsible to provide an outstanding, high quality, professional, and technical support to the Hitachi America IT team based in Santa Clara, CA. The main responsibility is to provide recommendation, implementation, maintenance, and support of IT End User Services (EUS) solutions specializing in taking R&D support. The individual to have strong technical troubleshooting abilities, excellent communication skills and be willing to interface with a combination of both technical and non-technical departments. The primary task of this position will be to troubleshoot and resolve endpoint issues, install and support the systems, support corporate applications, and assist with the day-to-day operations. The ideal candidate will be strong both interpersonally and technically.

Key Responsibilities

  • Pro-actively collaborate with the IT and R&D team members to identify, recommend, develop, and implement end user solutions for the R&D organization.
  • Troubleshoot and resolve endpoint issues, install and support the systems, support collaboration applications and assist with day-to-day operations.
  • Monitor helpdesk queue and prioritize to meet the SLA. Maintain high level of customer satisfaction.
  • Analyze helpdesk tickets, find common issues, and deploy system-based solution to eliminate the issues.
  • Manage/Maintain IT systems that directly impacts end users. Escalation of issues to relevant teams where appropriate.
  • Responsible for customer queries/issues related to Mac, Windows, and mobile device platform and apps support [O365, Outlook, OKTA, Zscaler, Zoom, Druva, Adobe, WinMagic, Password or access issues, Active Directory]
  • Provide VIP Support for R&D executives (~10+ staff). Resolve customer queries timely and accurately per the approved communication channel.
  • Provide R&D Lab support (network connectivity trouble shooting), Demo setups for customer demos.
  • Provide Audio/Video conference installation and support for onsite/offsite presentations, events, and meetings(daytime and after hours)
  • Coordinate with Facilities to resolve Audio, Video and Connectivity issues. Zoom room controller maintenance.
  • Support with printer maintenance and Network rack installation. Ad-hoc projects related to desktop services support.
  • Collaborate with L1 – L2 Customer Success team and the extended IT members (where applicable) towards timely response to R&D. Follow standard ITSM/ITIL processes and procedures.
  • Coordinate with HAL IT (Infrastructure, Apps and Security) team, R&D team to ensure compliance with Hitachi’s security advisory and apply patches as needed to HAL R&D Demo/Development systems per the defined roles and responsibility matrix.
  • Remote support for Farmington Hills and Holland users.
  • Support asset management requests for the R&D team.
  • New hire onboarding training( IT orientation) and computer configuration. Onsite in-person support for walk-ups. Training for end users.

Skills and Qualifications

  • Bachelor's degree in Information Technology, CS, MIS, or related field
  • Minimum 4+ Years of experience having  worked in Level 1 support
  • Proven ability to work independently with minimal supervision. Self-motivated to determine priorities and complete tasks, but ask for help if and when needed.
  • Strong sense of urgency with an attitude of never giving up until the issue is closed to the happiness of the customer
  • Advanced knowledge of windows including strong WiFi and network connectivity
  • Good working knowledge of Active Directory, Microsoft O365
  • Ability to learn new technologies quickly with minimal guidance
  • Experience with troubleshooting IT issues, supporting events with audio/visual knowledge
  • Comprehensive understanding of printing, networking and security
  • Detail oriented, analytical, and able to manage multiple tasks in a fast-paced environment
  • Proven influencing and collaboration skills.
  • Requires excellent communication skills, analytical ability, strong judgment, and the ability to work effectively with IT and business.
  • Excellent written and oral communication skills with ability to engage the C-level and senior management in business and IT independently.

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you need a reasonable accommodation to apply for a job at Hitachi, please send the nature of request and contact information to [email protected] Queries other than accommodation requests will not be responded to.

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