Technical Resource Center Analyst

Location: (DEAI HV) MX Remote · Virtual

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

The Technical Resource Center Analyst provides first-level technical support, troubleshooting, and problem resolution for Hitachi, Ltd. employees and systems.

The Role

• Respond to and resolve technical support requests received via phone, email, and ticketing system.
• Provide initial diagnosis and troubleshooting for hardware, software, network, and application issues.
• Escalate complex or unresolved issues to appropriate senior technical staff or specialized support teams.
• Document all support interactions, resolutions, and troubleshooting steps in the IT service management system.
• Assist with user account management, password resets, and access control.
• Provide basic guidance and training to users on common software applications and IT procedures.
• Monitor IT systems and infrastructure for potential issues and proactively address them where possible.
• Participate in creating and updating technical documentation and knowledge base articles.
• Adhere to IT policies, procedures, and security best practices.

What You’ll Bring

• High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 1-2 years of experience in a technical support or help desk role.
• Strong understanding of Windows operating systems and Microsoft Office Suite.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with IT service management tools (e.g., ServiceNow, Jira Service Desk).
• Compute experience, enterprise servers, data center infrastructure, virtual machines, etc.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
• Customer-focused attitude with a commitment to providing high-quality service.
• Ability to work independently and as part of a team in a fast-paced environment.
• CompTIA A+, ITIL Foundation, or equivalent certifications are a plus.
• AWS, Azure or GCP training or certifications are a plus.

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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.