Technical Resource Center Analyst

Hitachi • (DEAI HV) US Remote CA, CA

6d • $100,000 - $120,000

About The Position

The Technical Resource Center Analyst at Hitachi, Ltd. provides advanced technical support and guidance to internal and external stakeholders, ensuring the efficient operation and resolution of technical issues.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in a technical support role, preferably within a corporate or enterprise environment.
• Strong understanding of IT environments, including operating systems (Windows, Linux), networking concepts (TCP/IP, DNS), and common business applications.
• Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
• 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.

Nice To Haves

• Relevant industry certifications or training (e.g., CompTIA A+, Network+, Cisco, RedHat, Azure, AWS, GCP, Oracle, etc) are a plus.

Responsibilities

• Respond to and resolve technical inquiries via phone, email, and ticketing system, adhering to defined service level agreements (SLAs).
• Diagnose and troubleshoot hardware, software, and network issues for various Hitachi products and services.
• Escalate complex or unresolved issues to appropriate or development teams, ensuring proper documentation and follow-up.
• Maintain accurate and detailed records of all support interactions, resolutions, and configurations in the ticketing system.
• Develop and contribute to knowledge base articles, FAQs, and technical documentation to improve self-service options and support efficiency.
• Provide training and guidance to users and junior team members on the effective use of Hitachi products and systems.
• Participate in the testing and evaluation of new products, updates, and solutions.
• Monitor system performance and proactively identify potential issues or areas for improvement.
• Collaborate with cross-functional teams, including engineering, sales, and product management, to address customer needs and enhance product quality.
• Adhere to all company policies, procedures, and security protocols.

Benefits

• Industry-leading benefits, support, and services that look after your holistic health and wellbeing.
• Flexible arrangements that work for you (role and location dependent).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level