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On-Site Service Specialist

Location: Sevlievo, Gabrovo, Bulgaria
Job ID: R0038291
Date Posted: Dec 12, 2023
Segment: Green Energy & Mobility
Business Unit: Hitachi Energy
Company Name: HITACHI ENERGY BULGARIA EOOD
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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Description

Your responsibilities:

  • Diagnoses and resolves IT-related issues effectively and efficiently.
  • Ensures that computers are delivered in a 'ready-to-use' condition for IT users.
  • Provides ad-hoc training to users on common IT issues and guides them through self-service tools.
  • Manages the physical stock of devices and accessories, including updates in the Configuration Management Database (CMDB).
  • Conducts regular inventory checks for relevant hardware.
  • Coordinates logistics by utilizing local logistics providers to transport and relocate devices between locations.
  • Handles warranty cases in collaboration with the appropriate Original Equipment Manufacturers (OEM) vendors.
  • Identifies and report potential risks that could impact the quality of OSS services.
  • Offers support to end users and ensure the functionality of IT equipment and software in meeting rooms and other user collaboration areas as part of desk-side support.
  • Hosts and assist third-party technicians.
  • Performs routine checks of computer rooms, including monitoring temperature, air conditioning, cabling, and general functionality.
  • Adheres to prescribed OSS governance, which involves participating in meetings and following the escalation process, among other responsibilities.
  • Follows OSS procedures as outlined in the Runbook, Standard Operating Procedures (SOPs), and knowledge articles.
  • Recommends equipment modifications or improvements to achieve operating efficiencies and ensure customer satisfaction within a factory environment (when applicable) 
  • Support process engineering & maintenance as related to non-standard IT hardware, non-standard systems, IT-related production equipment, machine control issues, etc. (when applicable)
  • Responsible for the setup and deployment of hardware of various types of software. (when applicable)

Your background:

  • Formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT.
  • Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English.
  • Knowledge of Service Now, MS Office 365, Windows, iOS, Asset Management Tools, Lean 6 Sigma, ITL;
  • Proactive and solution-oriented mind-set
  • Demonstrates an ability to work independently and is self-driven
  • Legal authorization to work in applied location is required. We will not sponsor individuals for employment visas now or in the future for this role;
  • Strong Analytical skills;
  • Problem Solving;
  • Incident responding skills;
  • Conflict Management;
  • Learning agility;
  • Customer focus;
  • Product, System, Logistical and Service Support.

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