IT Support Engineer

Your role at Dynatrace

The IT Support Engineer role is responsible for providing local and remote technical services to Dynatrace employees across the APAC region via a variety of support tools including support portal, email, chat and videoconferencing.

The role requires strong technical analysis and problem-solving skills, and the ability to operate independently to implement technical solutions. As a member of a global team, you are collaborative by nature, and experience working internationally / across multiple time zones is preferable. You have a growth mindset and a desire to work within and contribute to global procedures and practices. 

This role is based at our Whitefield, Bengalaru office and will be onsite four days a week.

Responsibilities: 

• Proactively monitor the internal support channels, to ensure the qualification, prioritisation and resolution of incidents and Service Requests  
• Ensure qualified and documented escalation of issues to Business Systems and Infrastructure specialists where necessary and coordinate solution attempts.
• Implement local and regional projects as part of global programs such as the deployment of new client hardware and software technologies, asset logistics, and demand management, office relocations.
• Liaise with local logistics vendors to coordinate the secure storage, timely deployment, and efficient retrieval of IT hardware in accordance with operational and project-specific requirements.
• Maintain process & workflow documentation related to Service Desk operations for both internal and customer use cases.
• Using global process and automation, install, configure, and deploy leading-edge devices (High-Performance laptops, Macbooks, mobile devices etc.) running current Windows, Mac and Linux Operating Systems.
• Prepare digital collaboration tools, meeting room, and conference area equipment for employee events.
• Ensure the accuracy of hardware asset information, including the disposal of assets
• Provide suggestions and feedback for team & workplace operational process improvement.

What will help you succeed

• 5-7 years of experience in a technical services role, or related IT support function
• Detailed knowledge of Microsoft Windows, Office 365 and PC hardware devices, exposure to iOS and Apple hardware devices & Android is advantageous
• Experience with industry standard Service Desk management solutions, e.g., ServiceNow, Jira
• Experience in an environment with centralized network and infrastructure services
• Experience with client build and management solutions, e.g., Autopilot/ Intune
• Excellent interpersonal and communication skills with strong customer-service orientation
• Strong technical aptitude and ability to learn new skills and research solutions independently
• Reliable and punctual, dependable; able to work with minimal or zero supervision
• Ability to support technical change management processes, liaising with internal teams and stakeholders
• Ability to work within standard operating procedures and contribute to the development of these procedures
• Ability to work within corporate policies, raising exceptional issues and addressing business needs proactively
• Ability to contextualize and match business requirements to technical solutions
• Experience as a contributor to a large corporate project
• Willingness to work a flexible schedule with occasional overtime

Why you will love being a Dynatracer

•    A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
•    Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
•    A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. 
•    An environment that fosters innovation, enables creative collaboration, and allows you to grow.
•    A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. 
•    A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
•    A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.