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.
Requirements
- 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 Malay, Tamil, Mandarin highly regarded
- Valid passport and ability to travel within APAC region according to business requirements
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Dynatrace
Dynatrace's platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data.
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