Technical Support Specialist

2 months ago

Singapore Dynatrace Full time

About the Role

The IT Support Engineer I at Dynatrace provides technical services to employees worldwide through various media. This role requires strong technical analysis and problem-solving skills, and the ability to operate autonomously to implement proactive customer technical solutions.

Responsibilities

  • Manage end-to-end Incident, Service Request and Problem management, escalating to Business Systems and Infrastructure specialists as necessary.
  • Execute local and regional projects as part of global programs, including the deployment of new client hardware and software technologies.
  • Create and maintain process & workflow documentation related to Service Desk operations.
  • Provide regional and global client support, focusing on the support and maintenance of client hardware.
  • Contribute to team & workplace operational process improvement.

Qualifications

  • Excellent interpersonal and communication skills with a strong customer-service orientation.
  • Strong technical aptitude and ability to learn new skills and research solutions independently.
  • Reliable and punctual, with the ability to work with minimal supervision.
  • Ability to support technical change management processes and liaise with internal teams and stakeholders.
  • Ability to work within standard operating procedures and contribute to their development.
  • Ability to contextualize and match business requirements to technical solutions.
  • Detailed knowledge of iOS and Apple hardware devices, Android, Microsoft Windows, Office 365, and PC hardware devices.
  • Experience with industry-standard Service Desk management solutions, such as ServiceNow and Jira.
  • Experience in an environment with centralized network and infrastructure services.
  • Experience with client build and management solutions, such as SCCM and JAMF Autopilot/Intune.
  • Experience as a contributor to a large corporate project.
  • Willingness to work a flexible schedule with occasional overtime.
  • Fluency in English and proficiency in Malay, Tamil, and Mandarin are highly regarded.
  • A valid passport and ability to travel within the APAC region according to business requirements.

About Dynatrace

  • 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.

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