IT Support Engineer

4 weeks 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 market share leader & a 13x magic quadrant leaderDynatrace invests more in R&D than some of our competitors’ total revenue, assuring market-leading customer value and quick adoptionTrusted by over half of Fortune’s Top 100Dynatrace provides a culture of excellence with competitive compensation packages that recognize and reward greatnessDynatrace gives you the chance to work with the largest of the Cloud players like AWS, Azure, VMware and Google Cloud allows our customers to have the best of 3rd Generation Monitoring in the world. Not to mention we’re fully automated from the start, providing the most advanced solution leveraging our AI machine learning technologyWe offer a competitive compensation package, benefits, company pension scheme and holidays.

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