Your role at Dynatrace
The
IT Support Engineer
role is responsible for providing local and remote technical services to Dynatrace employees across the APAC region 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. As a member of a global team, you are collaborative by nature, and experience working internationally / across multiple time zones is preferable. You have a growth mindset and a desire to work within and contribute to global procedures and practices.This role is based at our
Whitefield, Bengalaru
office and will be onsite four 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 related IT support function
- Detailed knowledge of Microsoft Windows, Office 365 and PC hardware devices, exposure to iOS and Apple hardware devices & Android is advantageous
- 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
- 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
- Experience as a contributor to a large corporate project
- Willingness to work a flexible schedule with occasional overtime
Why you will love being a Dynatracer
- 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.
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