Senior IT Support Engineer

Your role at Dynatrace

 

The IT Support Engineer role is responsible for providing local and remote technical services to Dynatrace employees worldwide 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. The 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. 

 

This role requires office-based working conditions with office attendance five 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 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 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

• Detailed knowledge of iOS and Apple hardware devices; Android

• Detailed knowledge of Microsoft Windows, Office 365 and PC hardware devices

• 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

• Experience as a contributor to a large corporate project

• Willingness to work a flexible schedule with occasional overtime

• Must be fluent in English 

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.