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Global Support Centre Level 1 Engineer

Location: Krakow Poland
Job ID: 1008959HV
Date Posted: Mar 17, 2021
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): Customer Service & Contact Center Operations

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Meet our Team

We represent Hitachi Vantara to enterprise clients across industries, establishing business relationships to understand customer challenges so that we can deliver profitable business for Hitachi products, services and solutions. We collaborate as a team and cross-functionally to ensure the success of our customers; success that is celebrated and shared. Our solutions bring value to every line of business and we need people like you to build those deep relationships and to passionately articulate our value proposition.

What you'll be doing

We are seeking an exceptional customer service professionals to support Hitachi's Enterprise-grade software and storage solutions. You must love technology, love helping clients, and love being part of an amazing team-focused and employee-centric culture.

We will take your skills to the next level with awesome training, a clear career path, and opportunities to work in fast-paced, worldwide 24x7 support center providing challenging technical solutions.
  • Provide first level, remote technical support to Hitachi Vantara customers and field teams
  • Assist 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
  • Collaborate with and communicate effectively with internal and external customers, peers and leaders in a high volume / high pressure environment
  • Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management
  • Participate in team projects that enhance the effectiveness of the support center, including but not limited to, creation of internal and customer facing documentation using MS Office products, quality assurance initiatives and CSAT follow up
  • Contribute to Technical Knowledge Base by documenting technical problems and solutions
  • Own and track customer issues using case tracking systems
  • Attend training sessions and assist in conducting training / workshops
  • Participation in 24x7x365 support, with weekend and public holiday shifts, standby and / or on-call

What you bring to the team
  • At least Bachelor's degree (preferred in IT or related field)
  • 1-5 years of related experience in IT (networking, storage, system administrators, helpdesk, field engineers etc.)
  • Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills in English
  • 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 to learn and support new products and systems, the candidate will have to travel regularly for training
  • Experience working with Storage Area Network and/or related software product

Technical Knowledge

Skills in two or more of the following areas are highly desired:
  • Enterprise Storage Solutions (Hitachi, Dell, 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)
  • Additional skills that would be useful for specific Practice alignment will be shared with qualified candidates

Personal Skills
  • Strong influencing, communication and interpersonal skills
  • Self-motivated and drives issues to resolution
  • Able to work under minimal supervision and as part of a global, virtualised team
  • Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
  • Organized and adaptable; clear thinker with a tolerance for ambiguity
  • Willingness to accept responsibility and take ownership when required due to circumstances presented
  • Natural problem solver
  • Strong customer service orientation and ability to develop, and maintain, good working relationships at all levels

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, colour, 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

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