Job Information
Dynatrace IT Support Engineer in Singapore, Singapore
Company Description
Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.
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 orientation
Strong technical aptitude and ability to learn new skills and research solutions independently
Reliable and punctual, dependable; able 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 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., SCCM, JAMF 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; proficiency in Malay, Tamil, Mandarin highly regarded
Valid 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.