IT Support Analyst

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 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.
• 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 accuracy of hardware asset information including disposal of assets 
• Provide 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., JAMF / Intune
• Experience as a contributor to a large corporate project
• Willingness to work a flexible schedule with occasional overtime
• Must be fluent in English
• Valid passport and ability to travel according to business requirements

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.   

• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.   

• A team that thinks outside the box welcomes unconventional ideas, and pushes boundaries.    

• An environment that fosters innovation, enables creative collaboration, and allows you to grow.   

• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.    

• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all   

• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.