IT Support Specialist
1 month ago
Job Summary
The IT Support Engineer I is a key member of the Dynatrace team, responsible for delivering exceptional technical services to employees worldwide. This role requires strong analytical and problem-solving skills, with the ability to work autonomously and implement proactive customer solutions.
Key Responsibilities
- Manage end-to-end Incident, Service Request, and Problem management, escalating to Business Systems and Infrastructure specialists as needed.
- Execute local and regional projects as part of global programs, including the deployment of new client hardware and software technologies, asset logistics, and demand management.
- Develop and maintain process & workflow documentation for Service Desk operations, catering to both internal and customer use cases.
- Provide regional and global client support, focusing on the maintenance and support of client hardware, including MacBooks, iPhones, and PC laptops.
- Contribute to team & workplace operational process improvement, suggesting and implementing changes as needed.
Requirements
- 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, liaising 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, 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.
- Fluency in English, with proficiency in Malay, Tamil, and Mandarin highly regarded.
- 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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