Job Description:
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.
- 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 accuracy of hardware asset information including disposal of assets
- Provide suggestions and feedback for team & workplace operational process improvement.
- 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
- 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., JAMF / Intune
- Experience as a contributor to a large corporate project
- Willingness to work a flexible schedule with occasional overtime
- Must be fluent in English
- Valid passport and ability to travel according to business requirements
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.
