IT Support Engineer

4 months ago

Singapur, Singapore Dynatrace Full time

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 orientationStrong technical aptitude and ability to learn new skills and research solutions independentlyReliable and punctual, dependable; able to work with minimal supervisionAbility to support technical change management processes, liaising with internal teams and stakeholdersAbility to work within standard operating procedures and contribute to the development of these proceduresAbility to work within corporate policies, raising exceptional issues and addressing business needs proactivelyAbility to contextualize and match business requirements to technical solutionsDetailed knowledge of iOS and Apple hardware devices; AndroidDetailed knowledge of Microsoft Windows, Office 365 and PC hardware devicesExperience with industry standard Service Desk management solutions, e.g., ServiceNow, JiraExperience in an environment with centralized network and infrastructure servicesExperience with client build and management solutions, e.g., SCCM, JAMF Autopilot/IntuneExperience as a contributor to a large corporate projectWillingness to work a flexible schedule with occasional overtimeMust be fluent in English; proficiency in Malay, Tamil, Mandarin highly regardedValid passport and ability to travel within APAC region according to business requirements

Additional Information

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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