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Technical Resource Specialist (Level 1)

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Location: Kuala Lumpur Malaysia
Job ID: 1023809HV
Date Posted: Jun 20, 2023
Segment: Digital System & Service
Business Unit: Hitachi Services & Platforms
Company Name: Hitachi Vantara Corporation
Profession (Job Category): CS&S

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The Company

Hitachi Vantara combines technology, intellectual property and industry knowledge to deliver data-managing solutions that help enterprises improve their customers' experiences, develop new revenue streams, and lower the costs of business. Hitachi Vantara elevates your innovation advantage by combining IT, operational technology (OT) and domain expertise. Come join our team and our employee-focused culture and help drive our customers' data to meaningful customer outcomes.

The Role

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:
    • IP Networking Concepts (TCP/IP, Active Directory)
    • Cloud based Solutions
    • Programming Skills (Python, REST API)
    • Network Attached Storage
    • Operating systems (Windows, Linux, VMware)
    • Enterprise Storage Solutions (Hitachi, EMC, IBM)
    • Fibre Channel Solutions (Brocade, Cisco)
    • Other software solutions (Veritas, MSCS, Oracle, Exchange)

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.
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