IT Support Engineer - IT Infrastructure

About Hitachi Digital

Hitachi Digital is a leading force in digital transformation, representing the fastest-growing division within the Hitachi Group. The company plays a pivotal role in Hitachi’s strategy to become a global leader in the dynamic digital transformation market. Alongside group entities such as GlobalLogic, Hitachi Digital Services, and Hitachi Vantara, we offer an end-to-end suite of services covering the entire digital lifecycle—from conception through full-scale deployment and infrastructure management. Operating as One Hitachi, we integrate domain expertise, digital capabilities, and our full portfolio of technologies and partnerships to drive impactful solutions for customers and society.

Role Overview

As part of our Service Desk team, your mission is to ensure technology enhances productivity rather than hinders it. You will provide frontline technical assistance to employees, managing hardware and software issues to keep organizational operations seamless and efficient.

Key Responsibilities

• Offer first-level technical support to end users across multiple regions.
• Record, monitor, and manage service and incident requests using ticketing tools like Jira.
• Classify, prioritize, and follow up on incidents and service inquiries diligently.
• Troubleshoot and resolve typical hardware, software, access, and workplace support problems.
• Escalate complex or unresolved issues to specialized support teams as needed.
• Maintain clear communication and provide regular updates to users regarding incident statuses.
• Ensure adherence to service level agreements (SLAs), internal protocols, and security policies.
• Keep internal documentation up to date and contribute to IT projects and improvement initiatives.

Candidate Qualifications

• Minimum of one year’s experience in a related IT support or infrastructure role.
• Strong communication skills enabling effective collaboration with management, colleagues, and employees.
• Ability to perform well in a team environment and manage pressure from customer demands.
• Proficient in English at an intermediate level.
• Capability to multitask and prioritize in a fast-moving workplace.
• Experience delivering excellent customer service.
• Working knowledge of network fundamentals, including Active Directory, DHCP, and DNS.
• Basic competence in email troubleshooting and end-user hardware/software issue resolution.
• Familiarity troubleshooting Windows 11 and macOS platforms.

Preferred Skills

• Experience with identity and device management tools like Okta, Microsoft 365, Azure, Intune, and ServiceNow.
• ITIL Foundation certification or understanding of ITIL methodologies.
• Exposure to Linux environments.
• Knowledge of enterprise IT services such as print management and software deployment (e.g., MDT).

Our Culture and Benefits

We are a diverse global team of 1000 professionals, united under the One Hitachi initiative to deliver social innovation by combining operational technology, IT, and product expertise. With over 110 years of innovation, we value curiosity, passion, and individual empowerment, fostering a workplace where you contribute meaningfully and grow professionally.

Inclusion and diversity are pillars of our culture; we ensure a respectful, fair, and supportive environment where all voices are valued. We provide comprehensive health and wellbeing benefits and encourage flexible work arrangements where applicable. We are proud to be an equal opportunity employer and strive to provide reasonable accommodations throughout our recruitment process.