Technical Resource Center Analyst

HITACHI GLOBAL AIR POWER US, LLC; Ciudad de México; On-site; MXN 420,000 - 650,000; Full time

Job summary

Hitachi Vantara seeks a Technical Resource Center Analyst to provide first-line technical support to internal and external customers, resolving issues and escalating as needed to minimize disruption and maximize satisfaction.

You will respond via phone, email, and chat, diagnose hardware, software, and network issues, document interactions, and collaborate with senior staff to resolve complex problems. Fluency in English and Spanish required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent practical experience.
• 1-3 years of experience in a technical support role, preferably in a helpdesk or call center.
• Strong understanding of Linux OS, Windows operating systems, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
• Familiarity with Storage and SAN Protocol (FC, iSCSI, FCOE, NVMe).
• Familiarity with ITSM tools and ticketing systems (ServiceNow, Jira Service Desk).
• Excellent communication in English and Spanish.

Responsibilities

• Respond to technical inquiries via phone, email, and chat with timely, accurate solutions.
• Diagnose and troubleshoot hardware, software, and network issues for HITACHI VANTARA products.
• Document all interactions, resolutions, and escalations in the ticketing system.
• Perform basic system administration tasks, including user management and password resets.
• Collaborate with senior staff and other departments to resolve complex problems.
• Maintain and update knowledge base articles and technical documentation.
• Educate users on best practices and self-service options.
• Participate in training programs to enhance technical skills.
• Identify recurring issues and contribute to process improvements.
• Adhere to SLAs and support procedures.

Skills

Bachelor’s degree in IT

1-3 years experience

Linux

Windows

Active Directory

Networking TCP/IP DNS DHCP

ITSM tools

ServiceNow

Jira Service Desk

English & Spanish communication

Problem-solving

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Jira Service Desk

Job description

Function

GCSS

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 Technical Resource Center Analyst provides first-line technical support to internal and external customers, resolving technical issues and escalating complex problems as needed to ensure minimal disruption and high customer satisfaction.

The Role

• Respond to technical inquiries via phone, email, and chat, providing timely and accurate solutions.

• Diagnose and troubleshoot hardware, software, and network issues for various HITACHI VANTARA products and services.

• Document all support interactions, resolutions, and escalations thoroughly in the ticketing system.

• Perform basic system administration tasks, including user account management and password resets.

• Collaborate with senior technical staff and other departments to resolve complex technical problems.

• Maintain and update knowledge base articles and technical documentation.

• Educate users on best practices and self-service options.

• Participate in training programs to enhance technical skills and product knowledge.

• Identify recurring issues and contribute to process improvement initiatives.

• Adhere to established service level agreements (SLAs) and support procedures.

What You’ll Bring

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

• 1-3 years of experience in a technical support role, preferably in a helpdesk or call center environment.

• Strong understanding of Linux OS, Windows operating systems, Microsoft Active Directory, and basic networking concepts (TCP/IP, DNS, DHCP).

• Familiarity with Storage and SAN Protocol (FC, iSCSI, FCOE, nVME)

• Familiarity with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Jira Service Desk).

• Excellent communication skills, both written and verbal, in English and Spanish.

• Strong problem-solving and analytical abilities.

• Ability to work independently and as part of a team in a fast-paced environment.

• Customer-focused with a strong commitment to providing exceptional service.

• Ability to prioritize tasks and manage multiple issues simultaneously.

• Knowledge of HITACHI VANTARA products or enterprise storage solutions is a plus.

#LI-FC2

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.