IT Support Engineer

3 weeks ago

Pune, Maharashtra, India Hitachi Vantara Full time

Location: Pune

Function: HV IT
Requisition ID: 1031960

Our Company

We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.

If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we're laying the foundation for our next wave of growth. We're looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

The team

This position is responsible for providing desktop support services primarily to end users in (Pune) and, secondarily, provide remote support to end users within (select region, AMER, APAC and EMEA). This position will be based out of the Hitachi Vantara office, Pune, India.

The candidate will be working with the existing team in performing varying degrees of problem determination, root cause analysis and resolution of desktop hardware and software problems. The candidate is responsible for making effective use of available technical resources and providing the service within established service levels. The candidate will be performing installs, moves, adds and changes (IMAC), data backup/restores, computer virus management, data migrations, and workstation refresh activities.

The role


• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users and recommend and implement corrective solutions, including offsite repair for remote users as needed.

• Install, configure, test, maintain, monitor, and troubleshoot Macintosh and Windows end-user workstations, related hardware and software in order to deliver required desktop service levels.

• Assess the need for and implement performance upgrades to end user workstations, including the installation of these upgrades (for example memory).

• Collaborate with tier 3 support teams in Hitachi Vantara, Network / System administrators & Engineering.

• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.

• Work with the company's helpdesk on assigned problem/IMAC tickets.

• Answer to and perform IMAC requests as they are submitted through the service desk.

• Deploy software through SCCM, Microsoft Intune and JAMF.

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.

• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

• Interface with third-party support and equipment vendors.

• Configure and maintain collaboration meeting rooms.

• Support mobile devices like phones and tablets (Android, Windows, Apple)

• Asset management.

What you'll bring

Qualifications/Experience

• Degree in information technology, or related field (or equivalent experience).

• IT Desktop Support experience. (Depends on (junior / mid or senior role)

• Fluency in English (verbal/written) is required.

• Experience in Windows OS and Macintosh. (Depends on (junior / mid or senior role)

• Technical skills in supporting x86/x64 hardware platforms, ARM platforms (M1 chip Apple).

• Ability to quickly trouble-shoot and resolve problems.

• Experience working in an Active Directory environment including SCCM. (Depends on (junior / mid or senior role)

• Experience with desktop virtualization (e.g. Xen) preferred but not required.

• Concentrated focus on defect reduction and quality of services.

• Excellent customer relations and customer support skills.

• Experience working in a team-oriented, global, collaborative environment

• Prepared to travel to other countries as well

About us We're a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.#LI-PN1

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic.  Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.

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