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1 semana atrás
Hitachi Digital Services empowers its employees to bring a better tomorrow closer to today. As an IT Support Specialist, you'll join our global digital solutions and transformation business, working in a dynamic environment that fosters innovation and growth.
The Job DescriptionThis role requires a dedicated and proactive IT Support Technician to provide rotational 24/7 support operations with Work from Office. You'll be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.
Key Responsibilities:
- Offer first-line support for various IT issues, including hardware, software, network, and application-related problems.
- Evaluate complex or unresolved issues and escalate them to L2 or L3 support teams following internal procedures.
- Diagnose and resolve advanced IT related issues, such as Software's, O365, and Windows operating systems.
- Support with password resets, account lockouts, other user account management, and Active directory / ARS platform knowledge.
- Set up and diagnose MTR / AV related issues.
- Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
- Monitor service desk queues and prioritize requests based on urgency and impact.
- Install, configure, and maintain hardware devices like desktops, laptops, printers, and mobile devices.
- Support with software installations and updates, ensuring systems are up-to-date and secure, and manage Intune device configurations and updates.
Requirements
To succeed in this role, you'll need:
- Solid experience in Service Desk/Technical Support - L1.
- A Bachelor's degree with Spanish as the primary language is desirable / bilingual (English & Spanish).
- An ITIL certification is desirable.
- Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar).
- Excellent communication and customer service skills to support Global customers, with the ability to explain technical issues to non-technical users.
- Experience with advanced Active Directory, O365, software installation, Printers, and other standard applications.
- Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Good knowledge of ticketing systems (e.g., ServiceNow).
- Strong problem-solving and troubleshooting skills.
