Field Customer Support Engineer, Federal
About The Position
Hitachi Federal is seeking a customer-focused Federal Field Service Engineer to provide onsite technical support, break/fix maintenance, hardware installation, system implementation, and professional services for our federal customers. This position serves as a trusted technical resource responsible for maintaining mission-critical infrastructure and delivering exceptional customer service while supporting complex enterprise storage, compute, and networking environments. The successful candidate will work directly at customer locations throughout the Chicago area, partnering closely with the Federal Engagement & Support Center (FESC), Sales, Professional Services, and Engineering teams to ensure timely issue resolution and successful customer outcomes. This position requires the ability to obtain and maintain any required government access and is ideal for an individual who enjoys solving technical challenges in dynamic customer environments.
Requirements
- U.S. Citizenship required
- Associate’s degree in information technology, Engineering, Computer Science, or related field, or equivalent work experience
- 3–7+ years of field engineering, customer support, or technical services experience
- Experience supporting enterprise IT infrastructure
- Strong troubleshooting and diagnostic skills
- Excellent customer service and communication skills
- Ability to travel throughout the Chicago metropolitan area to customer sites
- Valid driver's license and reliable transportation
- Ability to participate in an on-call rotation, including evenings, weekends, and holidays as required
- Ability to lift up to 50 pounds and work in data center environments
Nice To Haves
- Government security clearance is a plus
- Experience supporting enterprise Block Storage
- Experience supporting NAS/File Storage
- Experience supporting SAN Technologies
- Experience supporting Fibre Channel
- Experience supporting VMware
- Experience supporting Windows Server
- Experience supporting Linux
- Experience supporting AIX
- Experience supporting Solaris
- Experience supporting HP-UX
- Experience supporting OpenVMS
- Experience supporting Enterprise Compute Platforms
- Experience supporting Cisco Networking
- Experience supporting VLANs
- Experience supporting VSANs
- Experience supporting TCP/IP Networking
- Experience supporting Enterprise Backup Solutions
- Experience supporting Mainframe Connectivity
- Experience supporting Data Center Infrastructure
- Experience supporting Hitachi Vantara infrastructure is highly desirable
Responsibilities
- Deliver onsite break/fix support for enterprise hardware and infrastructure solutions.
- Perform installation, configuration, upgrades, preventive maintenance, and hardware replacements.
- Execute implementation and integration services following established project plans.
- Diagnose and resolve complex hardware, software, storage, networking, and operating system issues.
- Maintain detailed service documentation utilizing corporate case management systems.
- Provide timely communication and status updates to customers and internal stakeholders.
- Perform scheduled preventive maintenance according to manufacturer recommendations.
- Support storage, compute, and networking infrastructure in production environments.
- Collaborate with technical support engineers to resolve escalated customer issues.
- Assist with system migrations, upgrades, firmware updates, and infrastructure expansions.
- Ensure all work complies with quality standards, security requirements, and company policies.
- Build trusted relationships with federal customers through professionalism and technical expertise.
- Maintain high levels of customer satisfaction and service excellence.
- Identify opportunities to improve customer support processes and recommend enhancements.
- Serve as a technical liaison between customers, Sales, Professional Services, and Engineering teams.
- Partner closely with: Federal Engagement & Support Center (FESC), Sales, Channel Partners, Professional Services, Technical Support, Engineering.
Benefits
- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
- 401(k) Retirement Savings Plan with Company Match
- Company-Paid Life and Disability Insurance
- Flexible Paid Time Off and Company Holidays
- Employee Assistance Program (EAP)
- Employee Stock Purchase Plan (ESPP)
- Professional Development and Training Opportunities
- Wellness and Employee Recognition Programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
