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L1 Technician (Mexico)

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Location: Mexico City Mexico
Job ID: 1022316HV
Date Posted: Dec 19, 2022
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): Project/Program Management
Remote: Yes

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L1 Technician (Mexico) "Customer Service"

Meet our Team

We represent Hitachi Vantara to enterprise clients across industries, establishing business relationships to understand customer challenges so that we can deliver profitable business for Hitachi products, services and solutions. We collaborate as a team and cross-functionally to ensure the success of our customers; success that is celebrated and shared. Our solutions bring value to every line of business and we need people like you to build those deep relationships and to passionately articulate our value proposition.

What you will be doing

Technical Support" "Responsibilities:
Managing user AD records as well as O365

MAC experience is extremely important
Agent will conduct live, over-the-phone and remote access level 1-2 troubleshooting of both Windows and Mac computers.
Agent will be expected to triage technical data submitted then resolve issues within the scope specified in specific SLAs or escalate to the appropriate service level queue for resolution.
Interact via telephone, e-mail, chat and one on one with customers to perform diagnostics and resolve technical problems.
Provide first level contact and convey resolutions to customer issues utilizing ticketing system/Knowledge base.
Properly escalate unresolved issues to the next level of support with strong supporting documentation.
Keep peers and management informed of trends, significant problems, and unexpected delays.
Utilize excellent customer service skills and exceed customers' expectations
Ensure proper recording, documentation, and closure of all records.
Preserve and grow your knowledge of Service Desk procedures, products, and services.

What you bring to the team

Heavy experience as a customer service and troubleshooting.

3 years experience as an L1 Technician

Technical certifications are preferred.

Our Company

Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Our Values

We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and flexible arrangements. Get in touch with us to explore how we might be able to accommodate your specific needs.

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:

Wa - Harmony, Trust, Respect

Makoto - Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin - Pioneering Spirit, Challenge
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