TAC Engineer I: 24/7 Customer Tech Support

TRACCS; North Carolina; On-site; USD 70,000 - 80,000; Full time

Job summary

Hitachi Mobility Multimodal Solutions (HMMS) seeks a TAC Engineer I in Apex, NC to identify and resolve issues in HMMS software and hardware. You will advocate for customers, document issues, and collaborate across departments to reach timely resolutions.

Responsibilities include handling incidents, logging data, and contributing to knowledge base updates while maintaining strong customer relations and ongoing technical growth.

Qualifications

• Minimum 3 years of experience troubleshooting networking, software, hardware, and communications technologies.
• Experience with networking, databases, and software application troubleshooting.
• Understanding and ability to execute SQL queries and commands.
• Experience working with an Incident Management System.
• Strong Written and Verbal communications Skills.
• Strong Time Management Skills.
• Strong understanding of Microsoft and SQL servers.
• Experience in a Call Center/Help Desk environment.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).
• Self-motivated and able to work independently.
• Willing to travel for trainings, on-site meetings or customer visits (<20%).

Responsibilities

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
• Handle customer incidents/requests for technical assistance via phone or electronically.
• Grab all necessary logs and backups in a timely manner upon ticket intake.
• Diagnose and resolve customer hardware and software issues.
• Own P1-P4 incidents through resolution, collaborating with other departments.
• Identify issues and escalate to higher-level engineers or other teams as needed.
• Provide remote technical assistance regarding software/hardware issues, installation, troubleshooting, and configuration.
• Document clear issue descriptions and log progress and resolution for customers.
• Manage incidents, keep customers updated, and ensure timely escalation and follow-up.
• Maintain a positive customer service attitude.
• Develop technical documentation, FAQs, and maintain a knowledge base.
• Understand Clever Devices’ workflow to improve issue handling and efficiencies.
• Stay current with industry knowledge and HMMS solutions.
• Participate in team meetings and provide training as knowledge develops.
• Leverage relationships to gather information, build support, and drive objectives.
• Assist with larger projects and lead smaller ones.
• Participate in On-Call rotation.

Skills

Customer service

Networking troubleshooting

SQL queries

Incident management

MS SQL servers

Call Center experience

Documentation

Travel willingness

Tools

None

Job description

Hitachi Mobility Multimodal Solutions (HMMS) seeks a TAC Engineer I in Apex, NC to identify and resolve issues in HMMS software and hardware. You will advocate for customers, document issues, and collaborate across departments to reach timely resolutions.

Responsibilities include handling incidents, logging data, and contributing to knowledge base updates while maintaining strong customer relations and ongoing technical growth.