Technical Support Analyst – IT & Storage (EN/ES)

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

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.