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Tech Stack
Tools & technologiesDNSServiceNowTCP/IP
About the role
Key responsibilities & impact- Provide advanced technical support to customers for Hitachi products and services, diagnosing and resolving complex issues across multiple platforms and technologies.
- Act as an escalation point for junior analysts, offering guidance and expertise to resolve challenging technical problems.
- Perform in-depth troubleshooting, root cause analysis, and provide effective solutions to customer inquiries, often involving multiple technical domains.
- Document technical solutions, troubleshooting steps, and knowledge base articles to improve efficiency and self-service options for customers and internal teams.
- Identify and analyze recurring technical issues, recommending preventative measures and collaborating with product development or engineering teams for long-term solutions.
- Participate in the development and delivery of training programs for new and existing contact center analysts.
- Monitor and analyze contact center metrics to identify areas for improvement in service delivery and customer experience.
- Contribute to the continuous improvement of contact center processes, tools, and technical documentation.
- Maintain a high level of product knowledge and stay updated on industry trends and emerging technologies.
- Communicate effectively with customers, internal stakeholders, and cross-functional teams to ensure timely and accurate resolution of issues.
Requirements
What you’ll need- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent practical experience.
- Minimum of 5-7 years of experience in a technical support role within a contact center environment, with at least 2 years in a senior or lead capacity.
- Proven expertise in troubleshooting complex hardware and software issues across block storage subsystems (Hitachi preferred).
- Strong understanding of IT infrastructure, including networking (FC, FCIP, NVMe, iSCSI, TCP/IP, DNS), replication concepts, and DR and BC.
- Excellent analytical and problem-solving skills with a methodical approach to complex technical challenges.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
- Demonstrated ability to mentor and guide junior team members.
- Experience with CRM software (e.g., Salesforce, ServiceNow) and knowledge management systems.
- 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 (e.g., CompTIA A+, Network+, MCSE, CCNA) are a plus.
Benefits
Comp & perks- Flexible working arrangements
- Professional development opportunities
- Health and wellness programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingroot cause analysishardware issuessoftware issuesblock storage subsystemsIT infrastructurenetworkingreplication conceptsdisaster recoverybusiness continuity
Soft Skills
analytical skillsproblem-solving skillscommunication skillsmentoringcustomer-focusedteamworkindependenceguidancetraining developmentprocess improvement
Certifications
CompTIA A+Network+MCSECCNA