GLOBAL TECHNICAL SUPPORT AGENT

We're Hitachi Vantara, a global infrastructure business.
Our people are the force of meaningful progress.
We enable the incredible with data - from taking theme park fans on magical rides, conserving natural resources, protecting rainforests to saving lives.
We empower businesses to automate, optimize and advance innovation.
Together, we create a sustainable future for all.
Imagine the sheer breadth of talent it takes to inspire he future.
We don't expect you to 'fit' every requirement - your life experience, character, perspective, and passion for achieving great things in the world are equally important to us.
Meet the Team The Level 1 Global Technical Support Agent's role is to provide professional, courteous, and effective technical support and customer service to all internal employees.
At a high level, this includes receiving, prioritizing, documenting, and resolving/escalating end user's requests and issues.
This position will be based in Mexico City, Mexico.
This is a hybrid role- Will need to come into the Mexico City office as needed 50% of the time What You Will Be Doing • Take ownership of all tickets routed from internal contact sources or customers that require a higher level of technical analysis and will work these tickets to resolution with the end-user through call medium of support or route to the appropriate resolution group.
• Handles problems and issues that users are unable to resolve • Communicate effectively with end users in all stages of the incident management process • Interact with multiple support teams to restore service and/or identify and correct core problem • Communicating with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending • Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base • Assists the Shift Leader in developing and implementing SLA performance improvement / enhancement plans • Build relationship/trust with all associates so that they are comfortable approaching them for resolution of customer issues • Resolve Tickets within scope of responsibilities according to defined procedures • During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool, including initial interaction, triage, escalation, and status updates as requested • Follow best practice ticket management processes, i.
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ensuring tickets owned are handled and updated as per process & every effort is made to meet service levels • Present a positive, effective, and flexible contribution to achieving team targets and objectives • Pro-activeness and technical appetite to explore and obtain solutions for unknown issues What You Will Bring to the Team.
• Minimum of 2+ years of relevant work experience in a technical helpdesk role • Working knowledge of computer hardware and software • Working knowledge of computer operating systems; including Windows 10 and OS X • Working knowledge of Active Directory, Office 365, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop Cisco VPN/Remote Connectivity, etc.
• Working knowledge of mobile device support; including Android and iOS.
• Interpersonal skills, with a focus on rapport-building, listening and questioning skills • Proven customer service skills Professional skill qualifications.
• Effective in a team-oriented environment.
• Ability to retain information and train quickly • Self-motivated and directed • Fluency in English (both written and spoken) Our Company Hitachi Vantara is part of the Global Hitachi family.
We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation.
We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.
Our people are our biggest asset, they drive our innovation advantage, and we strive to offer a flexible and collaborative workplace where they can thrive.
Diversity of thought is welcomed, and our employee base is represented by several active Employee Resource Group communities.
We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture.
If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.
Our Values Research tells us that some applicants, especially those from underrepresented groups, can be put off from applying for roles if they need flexibility or feel they don't meet all of the set criteria.
We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and part-time arrangements.
Get in touch with us to explore how we might be able to accommodate your specific needs.
We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit.
Wa - Harmony, Trust, Respect Makoto - Sincerity, Fairness, Honesty, Integrity Kaitakusha-Seishin - Pioneering Spirit, Challenge