Oferta pracy

Global Support Centre Level 1 Engineer - Team Lead

HitachiO firmie

Rekrutacja zdalna

Rekrutacja zdalna

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Hitachi

Armii Krajowej 16

Kraków

Hitachi Vantara, a wholly owned subsidiary of Hitachi, Ltd., helps data-driven leaders use the value in their data to innovate intelligently and reach outcomes that matter for business and society – what we call a double bottom line. Only Hitachi Vantara combines 100+ years of experience in operational technology (OT) and 60+ years in IT to unlock the power of data from your business, your people and your machines. We help enterprises store, enrich, activate and monetize data for better customer experiences, new revenue streams and lower business costs.
GLOBAL SUPPORT CENTRE LEVEL 1 ENGINEER / TEAM LEAD
Numer ref.: 97616
The Role
We are seeking an exceptional customer service professionals to support Hitachi’s Enterprise-grade software and storage solutions. You must love technology, love helping clients, and love being part of an amazing team-focused and employee-centric culture.
We will take your skills to the next level with awesome training, a clear career path, and opportunities to work in fast-paced, worldwide 24x7 support center providing challenging technical solutions.

Responsibilities
  • Matrix / Operational management of the Polish support teams, covering all Hitachi Vantara supported products and solutions.
  • Engage with Global Support Management and Leadership teams, to help develop, deploy, and maintain policies and procedures.
  • Take part in, and lead, Global Support Centre continuous improvement activities
  • Assist in ensuring agreed levels of service are maintained at all times, with exceptions escalated
  • Assist Practice Leads / Line Managers with day to day team management
  • Act as GSC Director’s interface into the Polish support team
  • Collaborate with Hitachi Vantara Sales, Customer Service and Support, Global Services, and external OEM Engineering Teams
  • Align with Global Support Team to achieve agreed strategic goals.
  • Provide first level, remote technical support to Hitachi Vantara customers and field teams
  • Assist in the resolution of technical support issues including hardware/software configuration problems
  • Perform problem and customer situation management, escalate to the next level of support when necessary, communicate critical case status to management
  • Collaborate with and communicate effectively with internal and external customers, peers and leaders in a high volume / high pressure environment
  • Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management
  • Participate in team projects that enhance the effectiveness of the support center, including but not limited to, creation of internal and customer facing documentation using MS Office products, quality assurance initiatives and CSAT follow up
  • Contribute to Technical Knowledge Base by documenting technical problems and solutions
  • Participation in 24x7x365 support, with weekend and public holiday shifts, standby and / or on-call
Qualifications
  • At least Bachelor’s degree (preferred in IT or related field)
  • 3-5 years of related experience in IT (networking, storage, system administrators, helpdesk, field engineers etc.)
  • Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills in English
  • Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
  • Positive self-starter, able to take direction, and work within a team environment
  • Aptitude to learn and support new products and systems, the candidate will have to travel regularly for training
  • Experience working with Storage Area Network and/or related software product
Technical Knowledge
Skills in two or more of the following areas are highly desired:
  • Operating systems/Hypervisors (Windows, Linux, VMware)
  • Network Attached Storage
  • IP Networking Concepts (TCP/IP, Active Directory)
  • Programming Skills (Python, REST API)
  • Enterprise Storage Solutions (Hitachi, Dell, IBM)
  • Fibre Channel Solutions (Brocade, Cisco)
  • Cloud based Solutions
  • Other software solutions (Veritas, MSCS, Oracle, Exchange)
  • Additional skills that would be useful for specific Practice alignment will be shared with qualified candidates
Personal Skills
  • Strong leadership, influencing, communication and interpersonal skills
  • Self-motivated and drives issues to resolution
  • Able to work under minimal supervision and as part of a global, virtualised team
  • Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
  • Organized and adaptable; clear thinker with a tolerance for ambiguity
  • Willingness to accept responsibility and take ownership when required due to circumstances presented
  • Natural problem solver
  • Strong customer service orientation and ability to develop, and maintain, good working relationships at all levels
We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Why us?
  • The happiness and welfare of our staff is of huge importance to us so we offer a competitive salary and a bonus, and have developed a generous benefits package for our team (complex medical package, life insurance, Multisport card etc.).
  • We trust that our employees can organize their work in the most efficient way. At Hitachi you can adjust your work schedule to your life rhythm thanks to the flexible working hours; what's more, 30 min. break is included in 8-hours working day. Additionally, there is a possibility to work from home (based on manager's approval) and an extra day off.
  • We support our employees by providing interesting educational opportunities.
  • We help makes lives better through Social Innovation solutions, charitable efforts and employee volunteer participation.
  • We strive to create friendly and cosy working environment. Our employees can use fully-equipped kitchen and relaxation room whenever they need a little break.
  • We are a global innovative IT company that is constantly growing and developing.
Join us to Inspire the Next!

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