Technical Resource Center Analyst

Technical Resource Center Analyst

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 Team

The 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 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 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 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.

What you will be doing:

• Providing 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
• Own and track customer issues using case tracking system
• Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management
• Shares and documents knowledge via FAQ / KB articles, which can be internal or customer facing
• Attend training sessions and potentially assist in conducting training/workshops
• Participate in team projects that enhance the effectiveness of customer success
• Weekend, holiday, and on call duties as needed or required

What you bring to the table:

• Fluent in English (written and verbal)
• 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 and eagerness to learn and support new products and systems
• Skills in two or more of the following areas are highly desired:

o Enterprise Storage Solutions (Hitachi, EMC, IBM)

o Fibre Channel Solutions (Brocade, Cisco)

o Network Attached Storage

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

o Cloud based Solutions

o Programming Skills (Python, REST API)

o Operating systems/Hypervisors (Windows, Linux, VMware)

o Other software solutions (Veritas, MSCS, Oracle, Exchange)

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

Research tells us that some applicants, especially those from underrepresented groups, can be put off from applying for roles if they need flexibility or feel they don't meet all of the set criteria. We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and part-time 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