Technical Support Engineer - GCSS Global

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

Function Services

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 Team

The Technical Resource Center team is the first point of contact for Hitachi Vantara customers seeking technical support. Working in a fast-paced contact center environment, the team delivers high-quality assistance across a range of products and services, helping customers resolve issues quickly and effectively. By combining technical expertise with a customer-first mindset, the team plays a critical role in ensuring a seamless support experience and maintaining strong customer relationships.

The Role

As a Technical Resource Center Analyst, you will provide first-level technical support to Hitachi Vantara customers via phone, email, chat, and ticketing systems. You will troubleshoot hardware, software, and application-related issues, support product installation and configuration activities, and guide customers through technical resolutions using established processes and knowledge resources. You will document interactions, maintain accurate case records, and elevate more complex issues to specialist teams when required. Working independently with general supervision, you will manage a high volume of requests while delivering an exceptional customer experience and ensuring timely resolution of customer issues.

What you´ll bring

• 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

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.

Hitachi brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Hitachi vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.

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