Function

Enterprise Applications

Our Company

We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job description

Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. An Entry Professional (P1) applies broad theoretical job knowledge typically obtained through advanced education. May require the following proficiency: Work is closely supervised. Problems faced are not typically difficult or complex. Explains facts, policies and practices related to job area.

• Job Description

Roles and Responsibilities

Bilingual is must English + Spanish
• Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
• Collaborate with team peers to provide best-in-class customer service for aligned task.
• Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
• Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
• Should have a basic understanding of Major Incident Management (MIM).
• Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar)
• Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.
• Assist with password resets, account lockouts, other user account management, and Active directory / ARS platform knowledge.
• Setup / Diagnoses and resolve MTR / AV related issue.

• Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
• Monitor service desk queues and prioritize requests based on urgency and impact.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
• Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
• Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
• Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
• Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
• Candidate should be an effective team player with a keen eye on Continuous Improvements.
• Makes recommendations for updates to the KB database.

Desired Candidate Profile
• 2-7 Yrs of experience in Service Desk/Technical Support - L1.
• Provide support through Calls, Emails and self-service tickets and should be willing to work in 24*7 rotational shift environment.
• Excellent communication and customer service skills to support Global customers.
• Experience with advanced Active Directory, O365, software installation, printers, and other standard applications.
• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Good knowledge of ticketing systems (e.g., ServiceNow).
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
• Strong customer service orientation with a focus on user satisfaction.
• Ability to manage time effectively and prioritize tasks based on urgency.

About us

We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

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.