Field Customer Support Engineer, Federal

Job Description:

* Candidate must be local to Chicago and must be a US citizen*

POSITION OVERVIEW:

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.

KEY RESPONSIBILITIES:

Customer Support & Field Services

• 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.

Technical Operations

• 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.

Customer Experience

• 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.

Collaboration

• Partner closely with:
  • Federal Engagement & Support Center (FESC)
  • Sales
  • Channel Partners
  • Professional Services
  • Technical Support
  • Engineering

QUALIFICATIONS:

Required

• 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
• Government security clearance is a plus

Preferred Technical Experience

Experience supporting one or more of the following:

• Enterprise Block Storage
• NAS/File Storage
• SAN Technologies
• Fibre Channel
• VMware
• Windows Server
• Linux
• AIX
• Solaris
• HP-UX
• OpenVMS
• Enterprise Compute Platforms
• Cisco Networking
• VLANs
• VSANs
• TCP/IP Networking
• Enterprise Backup Solutions
• Mainframe Connectivity
• Data Center Infrastructure
• Experience supporting Hitachi Vantara…