Technical Support Analyst — ITSM & Windows Expert

Hitachi Vantara; Ciudad de México; On-site; MXN 268,000 - 424,000; Full time

Benefits offered by this job

Flexible work arrangements

Health benefits

Life balance programs

Job summary

Hitachi Vantara is seeking a Technical Resource Center Analyst in Mexico City to provide first-level technical support for employees and systems. You will diagnose issues, document resolutions, and collaborate with senior teams to resolve complex problems.

The role requires 1–2 years in a help desk environment, strong Windows and Office knowledge, and familiarity with ITSM tools like ServiceNow and Jira Service Desk. On-site work with a global tech leader, focusing on data infrastructure support.

Qualifications

• 1–2 years of experience in a technical support or help desk role.
• Strong problem-solving and analytical skills.
• Experience with Windows OS and Office applications.

Responsibilities

• Respond to and resolve technical support requests via phone, email, and ticketing system.
• Provide initial diagnostic troubleshooting for hardware, software, network, and application issues.
• Escalate unresolved issues to senior technical staff or specialized teams.
• Document all interactions and resolutions in the ITSM system.
• Assist with user account management and access control.
• Provide basic guidance and training on common software applications and IT procedures.
• Monitor IT systems and contribute to knowledge base articles.
• Adhere to IT policies and security best practices.

Skills

Windows OS

Microsoft Office

Networking basics

ITSM tools

ServiceNow

Jira Service Desk

CompTIA A+

ITIL Foundation

Education

High school diploma or equivalent

Associate's or Bachelor's in IT related field (preferred)

Tools

ServiceNow

Jira Service Desk

VMware/Hyper-V

Job description

Hitachi Vantara is seeking a Technical Resource Center Analyst in Mexico City to provide first-level technical support for employees and systems. You will diagnose issues, document resolutions, and collaborate with senior teams to resolve complex problems.

The role requires 1–2 years in a help desk environment, strong Windows and Office knowledge, and familiarity with ITSM tools like ServiceNow and Jira Service Desk. On-site work with a global tech leader, focusing on data infrastructure support.