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Dynatrace

Senior IT Support Engineer

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Hybrid
Bengaluru, Karnataka
Senior level
Hybrid
Bengaluru, Karnataka
Senior level
As a Senior IT Support Engineer, you will provide technical support to Dynatrace employees, manage incidents, implement projects, and improve operational processes.
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Your role at Dynatrace
The IT Support Engineer role is responsible for providing local and remote technical services to Dynatrace employees worldwide 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. The 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.
This role requires office-based working conditions with office attendance five 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 a related IT support function.
  • 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
  • Detailed knowledge of iOS and Apple hardware devices; Android
  • Detailed knowledge of 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., Autopilot/ Intune
  • Experience as a contributor to a large corporate project
  • Willingness to work a flexible schedule with occasional overtime
  • Must be fluent in English

Why you will love being a Dynatracer
  • 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.

Top Skills

Android
Apple Hardware
Autopilot
High-Performance Laptops
Intune
JIRA
Linux
macOS
Office 365
Servicenow
Windows

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