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On-Site Service Specialist

Location: Naucalpan de Juarez, México, Mexico
Job ID: R0041885
Date Posted: Jun 19, 2024
Segment: Green Energy & Mobility
Business Unit: Hitachi Energy
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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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

  • The work is 100% in person at our unit in Reynosa, Mexico.
  • 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.

  • Proactive and solution-oriented mind-set

  • Demonstrates an ability to work independently and is self-driven



  • Service Now

  • MS Office 365

  • Windows

  • iOS

  • Asset Management Tools.


  • Lean 6 Sigma

  • ITIL

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