Technical Support Engineer - GCSS Global

Hitachi Vantara; Kraków; On-site; PLN 60,000 - 78,000; Full time

Benefits offered by this job

Flexible work arrangements

Wellbeing benefits

Job summary

Hitachi Vantara is seeking a Technical Resource Center Analyst to deliver first‑level technical support by phone, email, chat, and ticketing systems. You will troubleshoot hardware, software, and application issues, assist with installations and configurations, and document interactions in accurate case records.

You will work independently in a fast‑paced center, manage a high volume of requests, and escalate complex problems to specialists when needed, while maintaining a strong customer

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; support installation and configuration activities.
• Document interactions, maintain accurate case records, and escalate complex issues when required.
• Work independently with general supervision and deliver timely resolutions.

Skills

Technical support

Troubleshooting

Windows OS

Networking basics

ITSM tools (ServiceNow, Jira)

Communication skills

Customer service orientation

Multitasking

Certifications advantage

Tools

ServiceNow

Jira

Job description

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.

Location: Krakow, Poland

Function: (DEAI HV) Services

Requisition ID: R0139571

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 make a 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.