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Sr. Technical Support Specialist (1007455)

Location: Mexico City Mexico
Job ID: 1007455HV
Date Posted: Jul 28, 2020
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Job Type (Experience Level): Experienced
Job Schedule: Full-time

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The Company
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Hitachi Vantara, a wholly-owned subsidiary of Hitachi, Ltd., guides our customers from what's now to what's next by solving their digital challenges. Working alongside each customer, we apply our unmatched industrial and digital capabilities to their data and applications to benefit both business and society. More than 80% of the Fortune 100 trust Hitachi Vantara to help them develop new revenue streams, unlock competitive advantages, lower costs, enhance customer experiences, and deliver social and environmental value.

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The Role

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.

Responsibilities
  • 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

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

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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