IT Support Engineer – Service Desk

About the role

Join Hitachi Digital’s Service Desk team to ensure technology empowers employees rather than hinders them. You will provide first‑line technical assistance across multiple regions, helping keep the organization’s tools running smoothly.

Key responsibilities

• Deliver first‑line technical support to end users and log all activities in Jira.
• Register, categorize, prioritize, and track incidents and service requests.
• Troubleshoot and resolve hardware, software, access, and workplace issues.
• Escalate complex cases to appropriate support teams when needed.
• Maintain clear communication with users and provide timely status updates.
• Ensure compliance with SLAs, internal processes, and security requirements.
• Update and maintain internal documentation.
• Participate in internal IT projects and initiatives.

Required profile

• Minimum 1 year of experience in a similar IT support role.
• Strong communication skills and ability to build relationships with management and colleagues.
• Comfortable working under pressure and multitasking in a fast‑paced environment.
• Intermediate English proficiency.
• Customer‑service experience and teamwork orientation.

Required skills

• Jira ticketing system.
• Active Directory, DHCP, DNS basics.
• Windows 11 and macOS troubleshooting.
• End‑user hardware and software troubleshooting.
• Basic network and email troubleshooting.