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.
  

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