Technical Resource Center Analyst

Hitachi Automotive Systems Americas, Inc.; United States; A distancia; USD 100.000 - 138.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

IT troubleshooting

Customer-focused communication

Remote support tools

Independent work

Technical documentation

Cross-functional collaboration

Networking basics

Certifications knowledge

Educación

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

Herramientas

ServiceNow

Zendesk

Descripción del empleo

Function GCSS Our Company 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.

Job description

The Role The Technical Resource Center Analyst at Hitachi, Ltd. provides advanced technical support and guidance to internal and external stakeholders, ensuring the efficient operation and resolution of technical issues.

What you will be doing

• Respond to and resolve technical inquiries via phone, email, and ticketing system, adhering to defined service level agreements (SLAs).
• Diagnose and troubleshoot hardware, software, and network issues for various Hitachi products and services.
• Escalate complex or unresolved issues to appropriate or development teams, ensuring proper documentation and follow-up.
• Maintain accurate and detailed records of all support interactions, resolutions, and configurations in the ticketing system.
• Develop and contribute to knowledge base articles, FAQs, and technical documentation to improve self-service options and support efficiency.
• Provide training and guidance to users and junior team members on the effective use of Hitachi products and systems.
• Participate in the testing and evaluation of new products, updates, and solutions.
• Monitor system performance and proactively identify potential issues or areas for improvement.
• Collaborate with cross-functional teams, including engineering, sales, and product management, to address customer needs and enhance product quality.
• Adhere to all company policies, procedures, and security protocols.

What you will bring to the team

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in a technical support role, preferably within a corporate or enterprise environment.
• Strong understanding of IT environments, including operating systems (Windows, Linux), networking concepts (TCP/IP, DNS), and common business applications.
• Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Customer-focused with a strong commitment to delivering high-quality service.
• Relevant industry certifications or training (e.g., CompTIA A+, Network+, Cisco, RedHat, Azure, AWS, GCP, Oracle, etc) are a plus.

As required by the equal pay and transparency acts, the expected base salary for this position is: $100K to $120k. Expected on-target earnings: $110K to $138K. The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, and are subject to the program’s conditions and restrictions.

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 a make 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.

Hitachi brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Hitachi vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.

E-mail us for data privacy inquiries or technical support.