Global Technical Support Specialist - Tier 1

HITACHI ASIA (MALAYSIA) SDN BHD; Malaysia; On-site; MYR 58,000 - 89,000; Full time

Job summary

Hitachi Asia (Malaysia) Sdn Bhd is seeking a Technical Support Specialist to provide level 1 support for customers and field teams, handling hardware and software configuration problems and technical inquiries. You will manage cases, use multiple tools for troubleshooting, and participate in training and workshops as part of a global customer success team.

The role requires strong communication, problem solving, and the ability to work flexible hours including nights or weekends as needed.

Qualifications

• Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills.
• Good organizational skills and ability to manage multiple issues within a fast-paced environment.
• Positive self-starter, able to take direction and work within a team.
• Aptitude to learn and support new products and systems.
• Ability to work nights, weekends, or standby shifts as needed.

Responsibilities

• Providing level 1 support to Hitachi Vantara customers and field teams, including via phone and online tools.
• Assisting in the resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries.
• Perform problem and customer situation management, elevate to the next level of support when necessary, communicate critical case status to management.
• Case management
• Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management.
• Attend training sessions and potentially assist in conducting training/workshops.
• Participate in team projects that enhance the effectiveness of customer success.

Skills

Customer service

Clear communication

Problem solving

Team collaboration

Willingness to learn

Tools

IP Networking Concepts (TCP/IP, Active Directory)

Cloud based Solutions

Programming Skills (Python, REST API)

Network Attached Storage (NAS)

Windows, Linux, VMware

Job description

Hitachi Asia (Malaysia) Sdn Bhd is seeking a Technical Support Specialist to provide level 1 support for customers and field teams, handling hardware and software configuration problems and technical inquiries. You will manage cases, use multiple tools for troubleshooting, and participate in training and workshops as part of a global customer success team.

The role requires strong communication, problem solving, and the ability to work flexible hours including nights or weekends as needed.