Technical Support Engineer, Federal

Hitachi•Columbia, DC

8d•$70,000 - $85,000•Remote

About The Position

Hitachi Federal is seeking a motivated, customer-focused Technical Support Engineer to provide first-level technical support for enterprise storage systems and related infrastructure supporting federal government customers. The role involves troubleshooting technical issues, investigating system alerts, collaborating with experienced engineers, and helping maintain the reliability and performance of mission-critical technology environments. It is suited to an early-career IT professional with foundational experience in technical support, networking, server environments, or IT systems who is interested in learning enterprise infrastructure technologies. The candidate must be a U.S. citizen and currently based in the United States. The position operates within a 24/7/365 technical support operation. The employee must be available for an assigned shift, which may include weekends and holidays, and must be able to work independently in a remote environment while collaborating with a distributed team. The role offers exposure to specialized enterprise storage and infrastructure technologies, professional development, and potential career growth into advanced technical support and engineering roles. Compensation is expected to be $70,000–$85,000 annually. The role may also be eligible for participation in an annual incentive program. Hitachi Federal offers a comprehensive benefits package, subject to applicable plan terms and company policies.

Requirements

U.S. citizenship is required; the candidate must currently be based in the United States.
Foundational knowledge of IT systems, hardware, networking, or technical troubleshooting.
Strong analytical, critical-thinking, and problem-solving skills.
Excellent written and verbal communication skills and a commitment to customer support.
Ability to manage multiple technical issues, prioritize competing requests, and maintain accurate documentation.
Strong attention to detail and ability to follow established technical procedures.
Ability to work independently in a remote environment while collaborating effectively with a distributed team.
Curiosity, adaptability, and willingness to learn new technologies.
Availability to work an assigned shift in a 24/7/365 technical support operation, including potential weekends and holidays.
Relevant technical education, certifications, military technical training, or equivalent practical experience.

Nice To Haves

Experience or familiarity with enterprise storage technologies, including block storage, NAS, or SAN.
Experience or familiarity with Windows, Linux, UNIX, or other enterprise operating systems.
Experience or familiarity with server hardware, computing platforms, or data center infrastructure.
Experience or familiarity with networking fundamentals, TCP/IP, Fibre Channel, and iSCSI.
Experience or familiarity with VMware or other virtualization technologies.
Experience or familiarity with Cisco or Broadcom networking and switching technologies.
Experience or familiarity with cloud storage concepts and infrastructure.
Experience or familiarity with technical support ticketing systems and incident management practices.
Experience in a technical support center, service desk, network operations center, or enterprise IT environment.
Industry certifications such as CompTIA A+, Network+, Server+, or relevant vendor-specific certifications.
Previous experience supporting government customers or regulated technology environments.

Responsibilities

Serve as a first point of contact for federal customers experiencing technical issues with enterprise storage systems and related infrastructure.
Receive, document, categorize, and prioritize technical support incidents and service requests.
Perform Level 1 troubleshooting using established procedures, diagnostic tools, and technical knowledge resources.
Investigate basic hardware, software, system performance, and connectivity issues involving enterprise storage arrays and disk drives, storage controllers and power supplies, network connectivity and switching, Fibre Channel and iSCSI connectivity, SAN and NAS environments, and system alerts, alarms, and event logs.
Collect and analyze system information, logs, error messages, and configuration details to support issue identification and resolution.
Follow documented troubleshooting workflows and service-level agreements to ensure timely response and escalation.
Deliver responsive, professional technical support and communicate technical information clearly to customers with varying levels of technical expertise.
Maintain accurate, detailed case documentation throughout the support ticket lifecycle.
Provide timely customer updates and follow through on open issues to support resolution.
Collaborate with Level 2 and Level 3 engineering teams to troubleshoot and escalate complex technical issues.
Share technical knowledge with colleagues and contribute to improved processes and team effectiveness.
Identify recurring technical issues and communicate trends or potential improvements to engineering and support teams.
Contribute to the development and improvement of troubleshooting procedures and technical knowledge resources.
Participate in technical training, knowledge-sharing sessions, and professional development opportunities.
Build expertise in enterprise storage, networking, and infrastructure technologies.