Technical Resource Center Analyst

## Technical Resource Center Analyst Apply:
Virtual:
Remote
- California, United States:
Remote
- Mexico:
Full time:
Posted Today:
R0147007
** 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 Role
** 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.

** What you will be doing*
* * 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.

** What you will bring to the team*
* * 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., Service Now, 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.  
* Relevant industry certifications or training (e.g., CompTIA A+, Network+, Cisco, Red Hat, Azure, AWS, GCP, Oracle, etc) are a plus.  As required by the equal pay and transparency acts, the expected base salary for this position is: $100K to $120k. Expected on-target earnings: $110K to $138K.  The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area.

Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, and are subject to the program’s conditions and restrictions.#LI-JT1