IT Support Engineer

The Team :
We at Hitachi Digital are responsible to ensure that technology is an accelerator, not a roadblock, for employees work. From troubleshooting hardware to optimizing the software stack, we support the tools that keep the organization running smoothly. As a Service Desk team, our goal is to provide a seamless technical experience that allows employees to focus on their core objectives.

The Role:
Below are the roles and responsibilities, which you will be required to perform.
• Provide first-line technical support to end users.
• Support the users from multiple region.
• Register, track, and manage tasks in a ticketing system, such as Jira.
• Log, categorize, prioritize, and track incidents and service requests.
• Troubleshoot and resolve standard hardware, software, access, and workplace support issues.
• Escalate complex cases to the appropriate support teams when required.
• Maintain clear communication with users and provide timely status updates.
• Ensure compliance with SLAs, internal processes, and security requirements.
• Maintain and update the team’s internal documentation.
• Participate in internal IT projects and initiatives.

What you’ll bring:
We expect you to have the below qualities to be eligible and able to perform this role.
• At least one year of experience in the same or a similar position.
• Very good communication skills, with the ability to build business relationships with management, employees, and colleagues.
• Ability to work effectively in a team and under customer pressure.
• Intermediate level of English.
• Ability to multitask and prioritize appropriately in a fast-paced environment.
• Experience in customer service.
• Familiarity with basic network and directory services such as AD, DHCP, and DNS.
• Basic email troubleshooting skills.
• Experience in end-user hardware and software troubleshooting.
• Experience with Windows 11 and macOS troubleshooting.

Nice to Have
• Familiarity with identity and device management systems such as Okta, Microsoft 365, Azure, Intune, and ServiceNow.
• ITIL Foundation certification or knowledge of ITIL practices.
• Experience with Linux.
• Experience with enterprise IT services support, such as print management and software deployment tools like MDT.