Senior Technical Support & Solutions Analyst

Hitachi - Vantara; California; On-site; USD 100,000 - 120,000; Full time

Job summary

Hitachi Vantara is seeking a Technical Resource Center Analyst to provide advanced technical support and guidance to internal and external stakeholders. You will diagnose hardware, software, and network issues, maintain thorough records, and contribute to knowledge bases and training.

The role requires strong troubleshooting, communication, and collaboration across cross-functional teams, with experience using ServiceNow or Zendesk and relevant IT certifications.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5+ years in technical support in enterprise environments.
• Strong IT environment knowledge: Windows, Linux, TCP/IP, DNS.
• Excellent problem-solving and analytical skills.
• Clear written and verbal communication.
• Experience with ticketing systems and remote support.
• Certifications such as CompTIA A+/Network+ etc are a plus.

Responsibilities

• Respond to technical inquiries via phone, email, and ticketing system per SLA.
• Diagnose hardware, software, and network issues across Hitachi products.
• Escalate complex issues to development teams with proper documentation.
• Maintain detailed support interaction records in the ticketing system.
• Develop knowledge base articles and self-service resources.
• Provide training to users and junior team members.
• Participate in testing of new products, updates, and solutions.
• Monitor system performance and identify improvement opportunities.
• Collaborate with engineering, sales, and product management to meet customer needs.

Skills

Troubleshooting

Analytical skills

Communication

Ticketing systems

Remote support

Team collaboration

Customer focus

Cross-functional work

Education

Bachelor's degree

Equivalent practical experience

Tools

ServiceNow

Zendesk

Job description

Hitachi Vantara is seeking a Technical Resource Center Analyst to provide advanced technical support and guidance to internal and external stakeholders. You will diagnose hardware, software, and network issues, maintain thorough records, and contribute to knowledge bases and training.

The role requires strong troubleshooting, communication, and collaboration across cross-functional teams, with experience using ServiceNow or Zendesk and relevant IT certifications.