IT Support Engineer

Your role at Dynatrace
The IT Support Engineer 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, and PC laptops.
• Maintain and provide technical support for audiovisual (AV) systems across the office, including Zoom Rooms, training rooms, and conference rooms, ensuring seamless operation and minimal downtime.
• Provides suggestions and feedback for team & workplace operational process improvement.

What will help you succeed
Qualifications:

• 1-2 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 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

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.