Field Service Technician, Federal Solutions

2 weeks ago

Reston, Virginia, United States Hitachi Data Systems Full time
Company Overview:

Hitachi Vantara Federal stands as a premier provider of mission-oriented data solutions tailored for the Federal government. Our organization is characterized by a collaborative spirit and a robust foundation in operational technology and information technology.

We facilitate data-driven insights through a strong network of integrated partners, enhancing the missions of Federal clients, irrespective of their data maturity.


Position Summary:

We are in search of a dynamic, customer-centric professional to become a vital member of the Hitachi Vantara Federal Call Center / Field Service Team, dedicated to supporting Hitachi products.

As a Customer Support Engineer, you will collaborate with a team to assist Federal clients in troubleshooting and developing effective solutions.


Key Responsibilities:
  • Engage in work that is divided between the support center and client locations.
  • Exhibit proficiency in diagnosing technical issues and navigating towards resolutions.
  • Establish trust and rapport with clients, acting as a reliable advisor.

Essential Skills:
  • Support analysts must demonstrate expertise in internal web services and application support.
  • Oversee logistics and supply chain operations.
  • Ensure adherence to compliance and enforce system parameters.
  • Act as a successful intermediary between Hitachi Vantara Federal and its partner ecosystem.
  • Exhibit a commitment to continuous learning and adaptability in problem-solving.
  • Collaborate effectively within a team-oriented environment.
  • Deliver high levels of customer satisfaction through proficient technical support and service delivery.
  • Involvement in product performance, maintenance, installation, site planning, and professional services.

Competencies Required:

Support analysts / customer engineers are responsible for providing daily user support, leveraging their technical knowledge to resolve issues related to Hitachi products.

Technical Skills: Strong technical and computer skills are crucial, as support analysts directly assist users in addressing software and hardware challenges.

Team Collaboration: Effective collaboration within larger support teams is essential for resolving user issues.

Problem-Solving Skills: This role necessitates the ability to identify and address a variety of problems, employing both technical and creative problem-solving skills.

Time Management: Support analysts must manage multiple user issues simultaneously, prioritizing effectively to ensure timely resolutions.

Communication Skills: Clear communication is vital, as support analysts prepare reports on issues and guide users through troubleshooting steps.

Ability to serve as a thought leader, applying a high level of technical expertise to service delivery and problem resolution.


Qualifications:

Mandatory Requirements:

  • Must be a US Citizen with TS/SCI Clearance and polygraph.
  • At least 5 years of experience in storage-related hardware/software products and service delivery or support center roles.
  • Familiarity with the following technical areas is advantageous but not mandatory:
    • Block storage technology
    • File (NAS) storage technology
    • SAN technology
    • Open Systems (Windows, Solaris, AIX, Linux, VMware, Novell, Tru64, Open VMS, HP-UX)
    • Computing server platforms
    • Mainframe solutions
    • Networking Concepts (VLAN, VSAN)

At Hitachi Vantara Federal, we are committed to fostering an environment that champions diversity, equity, and inclusion. We believe that diverse perspectives and a culture of empowerment lead to impactful results. We encourage individuals from all backgrounds to apply and contribute their unique insights and experiences.


Employee Support:

We prioritize the well-being of our employees and strive to create a supportive workplace that values respect, diversity, and collaboration.

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