Technical Resource Center Analyst

Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

Job Description

The Role
The Technical Resource Center Analyst at Hitachi, Ltd. provides advanced technical support and guidance to internal and external stakeholders, ensuring the efficient operation and resolution of technical issues.

What you will be doing
* Respond to and resolve technical inquiries via phone, email, and ticketing system, adhering to defined service level agreements (SLAs).
* Diagnose and troubleshoot hardware, software, and network issues for various Hitachi products and services.
* Escalate complex or unresolved issues to appropriate or development teams, ensuring proper documentation and follow-up.
* Maintain accurate and detailed records of all support interactions, resolutions, and configurations in the ticketing system.
* Develop and contribute to knowledge base articles, FAQs, and technical documentation to improve self-service options and support efficiency.
* Provide training and guidance to users and junior team members on the effective use of Hitachi products and systems.
* Participate in the testing and evaluation of new products, updates, and solutions.
* Monitor system performance and proactively identify potential issues or areas for improvement.
* Collaborate with cross-functional teams, including engineering, sales, and product management, to address customer needs and enhance product quality.
* Adhere to all company policies, procedures, and security protocols.

What you will bring to the team
* Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
* 5+ years of experience in a technical support role, preferably within a corporate or enterprise environment.
* Strong understanding of IT environments, including operating systems (Windows, Linux), networking concepts (TCP/IP, DNS), and common business applications.
* Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
* Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
* Proficiency in using ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
* Ability to work independently and as part of a team in a fast-paced, dynamic environment.
* Customer-focused with a strong commitment to delivering high-quality service.
* Relevant industry certifications or training (e.g., CompTIA A+, Network+, Cisco, RedHat, Azure, AWS, GCP, Oracle, etc) are a plus.

As required by the equal pay and transparency acts, the expected base salary for this position is: $100K to $120k. Expected on-target earnings: $110K to $138K.

The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, and are subject to the program’s conditions and restrictions.

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About Us

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.