Global Support Centre Level 1 Engineer

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

Global Support Centre Level 1 Engineer

Exceptional customer service professionals to support Hitachi’s Enterprise-grade software and storage solutions. You must love technology, love helping clients, and love being part of an amazing team-focused and employee-centric culture.
We will take your skills to the next level with awesome training, a clear career path, and opportunities to work in fast-paced, worldwide 24x7 support center providing challenging technical solutions.

The role is based in the Hitachi Vantara Office in Kuala Lumpur, Malyasia.

Responsibilities

• Provide first level, remote technical support to Hitachi Vantara customers and field teams
• Assist in the resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries
• Perform problem and customer situation management, escalate to the next level of support when necessary, communicate critical case status to management
• Collaborate with and communicate effectively with internal and external customers, peers and leaders in a high volume / high pressure environment
• Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management
• Participate in team projects that enhance the effectiveness of the support center, including but not limited to, creation of internal and customer facing documentation using MS Office products, quality assurance initiatives and CSAT follow up
• Contribute to Technical Knowledge Base by documenting technical problems and solutions
• Own and track customer issues using case tracking systems
• Attend training sessions and assist in conducting training / workshops
• Participation in 24x7x365 support, with weekend and public holiday shifts, standby and / or on-call

Qualifications

• Four year degree or equivalent work-related experience
• Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills in English
• Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
• Positive self-starter, able to take direction, and work within a team environment
• Aptitude to learn and support new products and systems, the candidate will have to travel regularly for training
• Experience working with Storage Area Network and/or related software product

Technical Knowledge
Skills in two or more of the following areas are highly desired:

• Enterprise Storage Solutions (Hitachi, Dell, IBM)
• Fibre Channel Solutions (Brocade, Cisco)
• Network Attached Storage
• IP Networking Concepts (TCP/IP, Active Directory)
• Cloud based Solutions
• Programming Skills (Python, REST API)
• Operating systems/Hypervisors (Windows, Linux, VMware)
• Other software solutions (Veritas, MSCS, Oracle, Exchange)
• Additional skills that would be useful for specific Practice alignment are shown in

Personal Skills

• Strong communication and interpersonal skills
• Self-motivated and drives issues to resolution
• Able to work under minimal supervision and as part of a global, virtualised team
• Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
• Organized and adaptable; clear thinker with a tolerance for ambiguity
• Willingness to accept responsibility and take ownership when required due to circumstances presented
• Natural problem solver
• Strong customer service orientation and ability to develop, and maintain, good working relationships at all levels

#LI-Gl1

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.