Summary of the position
Hitachi Global Air Power is seeking an IT engineer to serve as Tier 2 support for various information systems. A successful candidate will resolve escalated incidents and complex technical problems beyond the scope of Tier 1, performing root-cause analysis and implementing lasting solutions across end-user computing, identity and access, network, and server infrastructure. This position will include engineering, administration, configuration, automation, monitoring, documentation, and project responsibilities, and will serve as a technical mentor to Tier 1 analysts.
This role will include development goals with the expectation the candidate will take on increasing technical ownership and project leadership in the organization.
Duties and responsibilities
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Serve as the Tier 2 escalation point for the service desk, taking ownership of complex incidents and service requests through resolution within established SLAs
Perform root-cause analysis on recurring and high-impact issues and implement permanent fixes rather than workarounds
Administer hybrid identity and access management, including on-premises Active Directory, Group Policy, Microsoft Entra ID, and single sign-on/MFA platforms (e.g., Okta)
Engineer and maintain endpoint management through Microsoft Intune, including Windows Autopilot and Apple device enrollment, configuration and compliance policies, application packaging and deployment, and patch management
Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint/OneDrive, and license management
Install, configure, maintain, and monitor network and server infrastructure, including Windows Server, switching, wireless, VPN, and firewall systems
Diagnose and resolve LAN, WAN, and wireless connectivity issues, including DNS, DHCP, VLAN, and 802.1X authentication problems
Own and continuously improve employee onboarding and offboarding processes, including device provisioning, account lifecycle management, and automation opportunities
Develop scripts and automation (e.g., PowerShell, Microsoft Graph) to reduce manual effort and improve consistency
Support security and compliance efforts, including endpoint protection, vulnerability remediation, access reviews, and adherence to company security policies
Plan, lead, and participate in IT projects such as system upgrades, migrations, and new technology rollouts, from requirements gathering through deployment and handoff
Support the development and deployment throughout the Hitachi Global Air Power Business Systems Lifecycle
Partner with vendors, business units, and global IT teams to escalate, coordinate, and resolve technical issues
Mentor and train Tier 1 analysts; develop standard work, runbooks, knowledge base articles, and training documentation
Participate in after-hours maintenance windows and critical incident response as needed
Qualifications
Education
Bachelor’s degree in Information Technology, Computer Science, or a related field; or 5+ years of equivalent experience
Professional experience
3-5 years of professional IT experience, including at least 2 years in a Tier 2, systems administration, or equivalent role
Hands-on administration of Active Directory, Microsoft Entra ID, and Microsoft 365 in a hybrid environment
Experience with Microsoft Intune or a comparable endpoint management platform (Windows and iOS/iPadOS)
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, wireless)
Experience working in an ITSM platform (e.g., Freshservice, ServiceNow) and ITIL-aligned processes
PowerShell scripting experience preferred
Experience supporting a global, multi-site organization preferred
Certifications (preferred)
Microsoft certifications such as Endpoint Administrator Associate or Identity and Access Administrator Associate
CompTIA Network+ or Security+, Cisco CCNA, or equivalent
Key behaviors
Manages time effectively, meets deadlines, and achieves established goals and objectives
Assists in the establishment, accomplishment, and continuous evaluation of goals
Assumes responsibility for the accuracy of work processes and the flow of multiple tasks
Drive for continuous improvement of business processes and overall customer satisfaction
Takes ownership of escalated issues and communicates clearly with users at all technical levels, including leadership
Shares knowledge readily and develops the skills of less experienced team members
Direct reports
N/A – provides technical guidance and mentorship to Tier 1 analysts
The successful candidate is responsible for complying with Hitachi Global Air Power’s Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.
This description is to serve as a guide. It is intended to be flexible and will continue to evolve with business needs and demands and may be updated periodically and at the Company's discretion.
Hitachi Global Air Power is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.
