Company Description
Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.
Job Description
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.
Qualifications
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
Additional Information
Dynatrace is a market share leader & a 13x magic quadrant leader
Dynatrace invests more in R&D than some of our competitors’ total revenue, assuring market-leading customer value and quick adoption
Trusted by over half of Fortune’s Top 100
Dynatrace provides a culture of excellence with competitive compensation packages that recognize and reward greatness
Dynatrace gives you the chance to work with the largest of the Cloud players like AWS, Azure, VMware 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.
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All your information will be kept confidential according to EEO guidelines.
Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.
Note to Recruiters and Placement Agencies : Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.