The IT Support Engineer I 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, iPhones and PC laptops.
- Provides 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., SCCM, JAMF 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; proficiency in Hindi, Japanese highly regarded
- Valid passport and ability to travel within APAC region according to business requirements
- We are a market share leader & a 13 x 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, Pivotal 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
- We offer a competitive compensation package, benefits, company pension scheme and holidays.
