Enterprise Tech Support & Knowledge Center Analyst

Hitachi Automotive Systems Americas, Inc.; United States; Remote; USD 100,000 - 138,000; Full time

Job summary

Hitachi Vantara is seeking a Technical Resource Center Analyst in the United States to provide advanced technical support for internal and external stakeholders.

You will diagnose hardware, software, and network issues, maintain detailed records, and contribute to knowledge bases while training other team members. A strong IT background and experience with ServiceNow or Zendesk are essential.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5+ years in a technical support role in an enterprise environment.
• Strong understanding of IT environments including Windows, Linux, TCP/IP, DNS.
• Proficiency with ticketing systems such as ServiceNow or Zendesk.
• Excellent problem-solving and communication skills.

Responsibilities

• Respond to and resolve technical inquiries via phone, email, and ticketing system per SLAs.
• Diagnose and troubleshoot hardware, software, and network issues for Hitachi products and services.
• Escalate complex issues to development teams with proper documentation and follow-up.
• Maintain accurate records of all support interactions and configurations in the ticketing system.
• Develop knowledge base articles, FAQs, and technical documentation to improve self-service options.
• Provide training and guidance to users and junior team members.
• Collaborate with engineering, sales, and product management to address customer needs.

Skills

IT troubleshooting

Customer-focused communication

Remote support tools

Independent work

Technical documentation

Cross-functional collaboration

Networking basics

Certifications knowledge

Education

Bachelor's degree in Computer Science/Information Technology or related field

Tools

ServiceNow

Zendesk

Job description

Hitachi Vantara is seeking a Technical Resource Center Analyst in the United States to provide advanced technical support for internal and external stakeholders.

You will diagnose hardware, software, and network issues, maintain detailed records, and contribute to knowledge bases while training other team members. A strong IT background and experience with ServiceNow or Zendesk are essential.