Global Support Centre Technical Support Engineer
Meet our Team
The Global Support Centre is an exceptional customer service team of professionals that support Hitachi’s enterprise-grade software and storage solutions. We love technology, love helping clients, and love being part of an amazing team-focused and employee-centric culture. We aim to take our team's skills to the next level with awesome training, a clear career path, and opportunities to work in a fast-paced, worldwide 24x7, support center providing challenging technical solutions.
The Role
Technical Support Engineer will provide first-level, remote technical support to Hitachi Vantara customers and field teams, you will also assist in resolving technical support issues including hardware/software configuration problems, product failures, and technical inquiries. The responsibilities will also include:
- Perform problem and customer situation management, escalate to the next level of support when necessary, and communicate critical case status to management;
- Contribute to the Technical Knowledge Base by documenting technical problems and solutions;
- Own and track customer issues using case-tracking systems;
- Participation in weekend and public holiday shifts, standby and/or on-call during the European Days.
This role is officially based at the Hitachi Vantara office in Krakow. However, we embrace a highly flexible work culture, with the majority of our team members working remotely from home. Despite this, regular attendance at the office is encouraged for group meetings and collaboration sessions.
Requirements
- Four-year degree or equivalent work-related experience;
- Knowledge of Enterprise Storage Solutions (Hitachi, Dell, IBM), as well as Cloud based Solutions and Network Attached Storage;
- Experience with Operating systems/Hypervisors (Windows, Linux, VMware);
- Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast-paced and changing environment
- Strong leadership, influencing, communication and interpersonal skills that will allow you to provide excellent customer service including clear communication, problem-solving and technical writing skills in English
- Self-motivated and drives issues to resolution and can work under minimal supervision and as part of a global, virtualized team.
- Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
- Strong customer service orientation and ability to develop, and maintain, good working relationships at all levels
#LI-AL1
Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
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.
