Description: 

Your role at Dynatrace

 

The IT Support Engineer is responsible for providing local and remote technical services to Dynatrace employees worldwide through a variety of media including support portals, email, chat and videoconferencing. The role requires strong technical analysis and problem-solving skills and operates autonomously to implement proactive customer technical solutions. Ability to work within a global team is imperative and experience working internationally/across multiple time zones is preferable. You must have a desire to work within and contribute to global procedures and practices.

 

Responsibilities:

 

  • Responsible for end-to-end Incident, Service Request and Problem management including qualified escalation to Business Systems and Infrastructure specialists where necessary.
  • Responsible for executing 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.
  • Responsible for creating and maintaining process & workflow documentation related to Service Desk operations for both internal and customer use cases.
  • Provides regional and global client support as required; primarily the support and maintenance of client hardware including MacBooks, and PC laptops.
  • Maintain and provide technical support for audiovisual (AV) systems across the office, including Zoom Rooms, training rooms, and conference rooms, ensuring seamless operation and minimal downtime.
  • Provides suggestions and feedback for team & workplace operational process improvement.

What will help you succeed

 

Qualifications:

 

  • 1-2  years of experience in a technical services role or a related IT support function.
  • 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 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

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.