IT Support Engineer

Hitachi Vantara; New Delhi; On-site; INR 300,000 - 600,000; Full time

Job summary

Hitachi Digital is seeking a Service Desk professional to provide frontline IT support across regions. You will log and resolve incidents, manage tasks in Jira, and escalate complex issues to specialized teams.

The role requires good communication, teamwork, and a solid understanding of Windows/macOS troubleshooting, with experience in end-user hardware and software support.

Qualifications

• At least 1 year in a similar role.
• Excellent communication and relationship-building with stakeholders.
• Able to work in a team and under customer pressure.
• Intermediate English proficiency.
• Capable of multitasking in a fast-paced environment.
• Experience in customer service.
• Familiar with AD, DHCP, DNS basics.
• Basic email troubleshooting skills.
• Experience with end-user hardware and software troubleshooting.
• Experience with Windows 11 and macOS troubleshooting.

Responsibilities

• Provide first-line technical support to end users.
• Support users from multiple regions.
• Register, track and manage tasks in a ticketing system (e.g., Jira).
• Log, categorize, prioritize and track incidents and service requests.
• Troubleshoot and resolve standard hardware, software, and access issues.
• Escalate complex cases to appropriate teams.
• Maintain clear user communication and timely status updates.
• Ensure SLA compliance and align with internal processes and security.
• Maintain and update internal documentation.
• Participate in internal IT projects and initiatives.

Skills

Communication

Teamwork

English

Multitasking

Customer service

Networking basics

Email troubleshooting

Hardware troubleshooting

Software troubleshooting

Education

ITIL Foundation certification

Tools

Jira

Job description

The Team

We at Hitachi Digital are responsible to ensure that technology is an accelerator, not a roadblock, for employees work. From troubleshooting hardware to optimizing the software stack, we support the tools that keep the organization running smoothly. As a Service Desk team, our goal is to provide a seamless technical experience that allows employees to focus on their core objectives.

The Role

Below are the roles and responsibilities, which you will be required to perform.

• Provide first-line technical support to end users.
• Support the users from multiple region.
• Register, track, and manage tasks in a ticketing system, such as Jira.
• Log, categorize, prioritize, and track incidents and service requests.
• Troubleshoot and resolve standard hardware, software, access, and workplace support issues.
• Escalate complex cases to the appropriate support teams when required.
• Maintain clear communication with users and provide timely status updates.
• Ensure compliance with SLAs, internal processes, and security requirements.
• Maintain and update the team’s internal documentation.
• Participate in internal IT projects and initiatives.

What you’ll bring

We expect you to have the below qualities to be eligible and able to perform this role.

• At least one year of experience in the same or a similar position.
• Very good communication skills, with the ability to build business relationships with management, employees, and colleagues.
• Ability to work effectively in a team and under customer pressure.
• Intermediate level of English.
• Ability to multitask and prioritize appropriately in a fast-paced environment.
• Experience in customer service.
• Familiarity with basic network and directory services such as AD, DHCP, and DNS.
• Basic email troubleshooting skills.
• Experience in end-user hardware and software troubleshooting.
• Experience with Windows 11 and macOS troubleshooting.

Nice to Have

• Familiarity with identity and device management systems such as Okta, Microsoft 365, Azure, Intune, and ServiceNow.
• ITIL Foundation certification or knowledge of ITIL practices.
• Experience with Linux.
• Experience with enterprise IT services support, such as print management and software deployment tools like MDT.