Description:

Hitachi Digital Services, part of the Hitachi Group’s Digital Systems & Services segment, is hiring a Service Desk Engineer (L1) to join its global IT support team. This role offers an opportunity to work in a customer-first environment, providing first-line technical assistance for Microsoft-based systems, identity management tools, and common IT issues.

You will be the first point of contact for users worldwide, assisting via phone, email, chat, and ticketing systems. Your mission will be to troubleshoot and resolve common IT incidents, escalate complex issues when necessary, and deliver a secure, responsive, and positive support experience. All work will be conducted in English, making strong communication skills essential.

This position provides international exposure, opportunities for professional certifications, and the ability to grow within the global Hitachi digital transformation ecosystem.

Key Responsibilities:

• Respond promptly to support tickets, calls, chats, and emails.
• Troubleshoot basic issues related to:
• Microsoft Windows OS (Win 10/11)
• Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Active Directory (password resets, lockouts, group membership management)
• SSO/MFA troubleshooting (Okta or similar platforms)
• Printers and basic network connectivity issues.
• Accurately document incidents, troubleshooting steps, and resolutions.
• Escalate unresolved issues to L2/L3 support teams following set procedures.
• Assist onboarding/offboarding processes: account setup, permissions, and identity management.
• Monitor systems for any anomalies and report to the relevant teams.
• Follow ITIL practices, SOPs, and IT security guidelines.
• Ensure SLA adherence and maintain high customer satisfaction.

Key Technical Skills:

Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory, Okta SSO & MFA, ITIL Processes, Basic Networking (IP, DNS, VPN, Wi-Fi), ITSM Tools (ServiceNow, Jira, Freshdesk), Remote Support Tools (RDP, TeamViewer, AnyDesk), Troubleshooting & Documentation

Requirements:

• Diploma, degree, or equivalent IT certifications (CompTIA A+, Microsoft Certified: Fundamentals preferred).
• 0–4 years of IT support/help desk/service desk experience.
• Basic knowledge of operating systems, Microsoft 365, and Active Directory.
• Familiarity with ITSM/ticketing tools and remote support applications.
• Good understanding of Identity and Access Management (IAM) and networking basics.
• Excellent English communication, customer service orientation, patience, and problem-solving attitude.
• Willingness to work flexible shifts (including nights and weekends) in a Follow-the-Sun global support model.
• Additional language skills are a plus.