Global Tech Support Engineer – GCSS (First‑Line)

Hitachi Automotive Systems Americas, Inc.; Kraków; On-site; PLN 112,000 - 179,000; Full time

Job summary

Hitachi Vantara in Kraków is seeking a Technical Resource Center Analyst to provide first-level technical support across phone, email, chat, and ticketing systems. You will troubleshoot hardware, software, and application issues, document interactions, and escalate complex cases to specialists as needed.

The role emphasizes clear communication, customer-first mindset, and maintaining high-quality case records while managing multiple priorities in a fast-paced environment.

Qualifications

• Experience in a technical support, help desk, service desk, or contact center environment.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Windows operating systems and Microsoft Office applications.
• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Experience with ticketing or IT service management tools such as ServiceNow or Jira.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to customers of varying technical backgrounds.
• Strong customer service orientation and commitment to delivering a positive customer experience.
• Ability to manage multiple priorities in a fast-paced environment.
• CompTIA A+, ITIL Foundation, or similar certifications are an advantage.

Responsibilities

• Provide first-level technical support to Hitachi Vantara customers via phone, email, chat, and ticketing systems.
• Troubleshoot hardware, software, and application-related issues and guide customers to resolutions.
• Document interactions, maintain accurate case records, and escalate complex issues when required.
• Work independently with general supervision while handling a high volume of requests.
• Deliver an exceptional customer experience and ensure timely resolution of issues.

Skills

Technical support

Troubleshooting

Windows OS

Networking basics

Ticketing tools

Communication skills

Customer service

Prioritization

IT certifications (advantage)

Tools

ServiceNow

Jira

Job description

Hitachi Vantara in Kraków is seeking a Technical Resource Center Analyst to provide first-level technical support across phone, email, chat, and ticketing systems. You will troubleshoot hardware, software, and application issues, document interactions, and escalate complex cases to specialists as needed.

The role emphasizes clear communication, customer-first mindset, and maintaining high-quality case records while managing multiple priorities in a fast-paced environment.