IT Support Engineer

Job description

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.