Senior IT Support Engineer

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

Your role at Dynatrace

The Senior 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.

Why you will love being a Dynatracer

• Dynatrace is a leader in unified observability and security
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences
• Over 50% of the Fortune 100 companies are current customers of Dynatrace