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IT Executive Support Engineer

Location: Santa Clara, California, United States
Job ID: 1014943HV
Date Posted: Oct 29, 2021
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): IT, Telecom & Internet

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Meet our Team

Our team supports C level Executives and Administrators, ensuring the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems. This role typically works on problems/projects of diverse complexity and scope related to the daily support of the Executive Team members and Executive Administrators. The candidate will exercise independent judgment in selecting methods and techniques for obtaining solutions and coordinating IT related activities and information validation. Our team is the main contact for all Executive support issues. This role will also be exposed to highly confidential activities and information so non-disclosure agreements are mandatory.

What you'll be doing
  • Establish trust with the Leadership team by performing expert technical support while maintaining confidentiality and showing discretion
  • Receive and respond to incoming calls, texts, and/or e-mails regarding IT related problems (first point of escalation) including evenings and weekends
  • Strong task management skills: ability to prioritize, triage, resolve and escalate in an efficient and effective manner
  • Coordinate onsite analysis, diagnosis, and resolution of complex endpoint problems for Executives, and implement corrective solutions, including offsite repair for remote users as needed
  • Interact with IT functional groups and establish relationships to effectively drive escalations to closure
  • Cross functional communication with other corporate business units like HR and Finance as needed or directed
  • Support internal Executive meetings, and Corporate All Hands style meetings. Occasional non-standard business hours support will be required along with occasional travel
  • Work with the company's helpdesk on assigned problems related to Executive members and Executive Administrators
  • Maintain, and uphold ITIL procedures for logging, reporting, and statistically monitoring IT related issues observed
  • Interface with third-party support and equipment vendors as needed or directed

What you bring to the team
  • At least 5 years equivalent Executive Support experience
  • Certification in ITILv3 or above and Microsoft Certified Desktop Support highly desired
  • Knowledge of PC computer hardware and software and related applications
  • Knowledge of Mac hardware and software and related applications
  • Knowledge of supporting and troubleshooting meeting applications such as Teams, Zoom and WebEx
  • Mobile device management and troubleshooting experience on IOS and Android devices
  • Experience with O365 Outlook including delegation, calendaring, distribution lists and troubleshooting on PC and Mac platform
  • Working knowledge of a range of utilities such as Active Directory, SCCM, JAMF, AZUR, MS Intune and Okta
  • Experience with Windows Remote Assistance tools (Teams and Bomgar,)
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
  • Exceptional and effective written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Bi-lingual in Japanese a plus

ONSITE POSITION WITH 30% GLOBAL TRAVEL.

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 flexible 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, color, 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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