Senior Technical Resource Center Analyst

Hitachi; United States; Remote; USD 100,000 - 120,000; Full time

Job summary

Hitachi Vantara is seeking a Technical Resource Center Analyst in the United States to deliver advanced technical support for Hitachi products and services. You will respond to inquiries via phone, email, and tickets, diagnose issues across hardware, software, and networks, and escalate when needed within defined SLAs.

You will document interactions, contribute to knowledge bases, and train others while collaborating with engineering, sales, and product teams to enhance product quality and

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5+ years in a technical support role, preferably in an enterprise environment.
• Strong understanding of IT environments including Windows, Linux, TCP/IP, DNS.
• Excellent problem-solving and analytical skills with a methodical troubleshooting approach.
• Excellent written and verbal communication to explain technical concepts clearly.
• Proficiency with ticketing systems (ServiceNow, Zendesk) and remote support tools.
• Ability to work independently and in a team in a fast-paced environment.
• Customer-focused with a commitment to high-quality service.
• Industry certifications such as CompTIA A+/Network+/Cisco/AWS/GCP are a plus.

Responsibilities

• Respond to and resolve technical inquiries via phone, email, and ticketing system within SLAs.
• Diagnose and troubleshoot hardware, software, and network issues for Hitachi products and services.
• Escalate complex issues to appropriate teams with proper documentation.
• Maintain accurate records of support interactions and configurations in the ticketing system.
• Develop and contribute to knowledge base articles and technical documentation.
• Provide training to users and junior team members on Hitachi products.
• Participate in testing and evaluation of new products and updates.
• Monitor system performance and identify potential issues for improvement.
• Collaborate with engineering, sales, and product management to address customer needs.

Skills

Windows & Linux

Networking TCP/IP DNS

Troubleshooting

Ticketing systems

Customer communication

Education

Bachelor’s degree in CS/IT or related

Tools

ServiceNow

Zendesk

Job description

Hitachi Vantara is seeking a Technical Resource Center Analyst in the United States to deliver advanced technical support for Hitachi products and services. You will respond to inquiries via phone, email, and tickets, diagnose issues across hardware, software, and networks, and escalate when needed within defined SLAs.

You will document interactions, contribute to knowledge bases, and train others while collaborating with engineering, sales, and product teams to enhance product quality and