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Technical Support Analyst

Company Description

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate digital transformation.

Job Description

 

The Technical Support Analyst is responsible for providing local and remote technical services to Dynatrace employees worldwide. However, this is not a traditional multi-tier support operation, you will be expected to learn and gain capabilities to support all our digital technologies.

 

The ability to work within a global team is imperative, so experience of working internationally is desirable, and you must have a desire to work within and contribute to global procedures and practices.

 

Responsibilities:

  • Responsible for the initial triage of tickets, resolution, qualification and escalation of Incidents and Service Requests to Business Systems and Infrastructure specialists where necessary.

  • Responsible for resolving client technology issues as well as executing local/regional projects as part of global programs such as the deployment of new client hardware and software technologies.

  • Provide regional and global client support as required; primarily the support and maintenance of client hardware including MacBooks, iPhones and laptops.

Qualifications

Requirements:

  • Excellent inter-personal skills with strong customer-service orientation

  • Excellent communications skills, written, in person and remotely on the phone

  • Interest in developing capabilities in business processes as well as technologies

  • Strong technical aptitude and the ability to learn new skills quickly as well as research for solutions independently

  • Reliable and punctual; dependable and able to work with minimal supervision

  • 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 pro-actively

  • Detailed knowledge of iOS, MacBooks and iPhones 

  • Detailed knowledge of Microsoft Windows and Office 365

  • Experience with JAMF

  • Experience in a network/telecom-supported environment

  • Experience with build or imaging solutions (pref. SCCM)

  • Experience of Active Directory e.g. creating user accounts

  • Some experience of SharePoint and a desire to learn more

  • Office 365 skills a necessity

  • Willingness to work a flexible schedule with occasional overtime

  • Must be fluent in English

Additional Information

We are a market share leader & a 11x magic quadrant leader

We invest more in R&D than some of our competitors’ total revenue, assuring market-leading customer value and quick adoption

Enjoy our culture of excellence with competitive compensation packages that recognize and reward greatness

Working with the largest of the Cloud players like AWS, Azure, VMware and Google Cloud allows our customers to have the best of 3rd Generation Monitoring in the world. Not to mention we’re fully automated from the start, providing the most advanced solution leveraging our AI machine learning technology

 

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