IT Support Engineer(Engineer,IT Infrastructure)

Hitachi Digital; New Delhi; On-site; INR 300,000 - 500,000; Full time

Job summary

Hitachi Digital is seeking an IT Service Desk professional to provide first-line technical support for employees across regions. You will manage incidents, troubleshoot hardware and software, and ensure timely updates and SLA adherence.

The role requires strong communication, teamwork, and English proficiency, with familiarity in AD/DHCP/DNS and device management tools. A collaborative, customer-focused mindset is essential in our fast-paced environment.

Qualifications

• One year of experience in a similar role.
• Strong communication with management and teammates.
• Ability to work under customer pressure and in a team.
• Intermediate English proficiency.
• Multitasking in a fast-paced environment.
• Experience in customer service.
• Familiarity with AD, DHCP, DNS.
• Basic email troubleshooting.
• 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.
• Log, track, and manage tasks in Jira.
• Log, categorize, prioritize incidents and service requests.
• Troubleshoot and resolve standard hardware, software, access, and workplace issues.
• Escalate complex cases to appropriate teams.
• Maintain clear user communication and timely status updates.
• Ensure compliance with SLAs and security requirements.
• Maintain and update internal documentation.
• Participate in internal IT projects and initiatives.

Skills

Communications

Teamwork

English (Intermediate)

Multitasking

Customer Service

AD/DHCP/DNS familiarity

Email Troubleshooting

HW & SW Troubleshooting

Windows 11

macOS

Tools

Jira

Okta

Microsoft 365

Azure

Intune

ServiceNow

Job description

Our Company

We're Hitachi Digital, a company at the forefront of digital transformation and the fastest growing division of Hitachi Group. We're crucial to the company's strategy and ambition to become a premier global player in the massive and fast-moving digital transformation market.

Our group companies, including GlobalLogic, Hitachi Digital Services, Hitachi Vantara and more, offer comprehensive services that span the entire digital lifecycle, from initial idea to full-scale operation and the infrastructure to run it on. Hitachi Digital represents One Hitachi, integrating domain knowledge and digital capabilities, and harnessing the power of the entire portfolio of services, technologies, and partnerships, to accelerate synergy creation and make real-world impact for our customers and society as a whole.

Imagine the sheer breadth of talent it takes to unleash a digital future. We don't expect you to 'fit' every requirement - your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job Description

The Team

We at Hitachi Digital are responsible to ensure that technology is an accelerator, not a roadblock, for employee’s 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

• 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.

About Us

We're a global, 1000-strong, diverse team of professional experts, promoting and delivering Social Innovation through our One Hitachi initiative (OT x IT x Product) and working on projects that have a real-world impact. We're curious, passionate and empowered, blending our legacy of 110 years of innovation with our shaping our future. Here you're not just another employee; you're part of a tradition of excellence and a community working towards creating a digital future.

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.