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AHS 24/7 L2 Remote Support

Location: Brisbane, Queensland, Australia
Job ID: AEG3Y_1694150906
Date Posted: Sep 8, 2023
Segment: Construction Machinery
Business Unit: Hitachi Construction Machinery
Company Name: Hitachi Construction Machinery (Australia) Pty Ltd
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full-Time

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About Us

Hitachi Construction Machinery is a reliable leading developer and manufacture of construction and mining equipment and technology solutions for heavy machinery application segments. We aim to contribute to our Customers through helping them overcome their challenges while working to move towards a sustainable society.

About the Opportunity

We are pleased to commence our remote support and monitoring from our Technological Centre of Excellence (TCoE) located in Brisbane CBD to the autonomous haulage operations in NSW to deliver an Autonomous Haul Truck Solution (AHS) project which is enhancing safety, operations and productivity. Therefore, we are currently recruiting for L2 remote support specialists to initiate our 24/7 remote support and monitoring of operations.

In this role you will

  • Learn different system layers which compose the Hitachi AHS solution.
  • Monitor AHS operations' performance and functionality at different software layers, networks and applications such as autonomous control and fleet management system).
  • Respond to technical assistance requests escalated from sites via service management platform.
  • To conduct investigation of issues found in different AHS software layers.
  • Record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
  • To participate in the improvement process of the AHS solution by working with stakeholders to identify, report and follow new functional requirements and change requests.
  • To participate actively in major incident management (MIM) tasks when required.
  • Be part of Hitachi's journey in the effective use of data and implementation of our digital business strategy.

The essential job requirements

  • Strong background in data analysis.
  • Good verbal and written communication skills a must.
  • Ability and willingness to travel to client sites as needed.
  • Ability and willingness to work overtime when needed.
  • Ability and willingness to learn new technologies and software.
  • Experience as a Tier 2 Service desk engineer.
  • Experience with a ticketing system such as Atlassian JIRA Service Management, MSP, etc.
  • Solid understanding of computers, networks and software.
  • Must have right to work in Australia.
  • ITIL Foundation Certification.

The desirable job requirements:

  • Network Troubleshooting Experience.
  • Knowledge in Autonomy.
  • Knowledge of heavy mining equipment vehicles.
  • Bachelor's Degree in Computer Science

About the Offer - What's In It for you?

  • A competitive hourly rate + Super + shift allowances + Company Biannual Bonus.
  • An innovative office environment with state of the art technology located at Brisbane CBD.
  • Rewarding employee benefits - exclusive staff in-house discounts
  • Supportive management and a friendly, goal orientated team culture

Here at Hitachi Construction Machinery, we believe that success comes from the partnership of our world class solutions and the quality of our people. The position advertised above would suit someone who is eager and enthusiastic in achieving success. We are an equal opportunity employer, do not discriminate on any basis and whole-heartedly value diversity at our company.

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