Sr IT Support Engineer (m/f/x)

at  Dynatrace

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

We are searching for a Sr IT Support Engineer to join our Corporate IT Technical Support function based in Linz. In this role, together with the IT Support team, you are the first point of contact for our employees (mostly Software Engineers) to enable their digital work life.

• Monitor the communication channels and ticket system, such as Slack or Freshdesk, and work on the qualification and resolution of incidents and service requests
• Escalate unsolvable incidents or requests to backend teams and coordinate solution attempts
• Make use of techniques and automation to install, configure and deploy leading-edge devices (High-Performance laptops, Macbooks, etc.) for our modern Windows, MacOS and Linux workstations
• Prepare digital collaboration tools, meeting room and conference area equipment for (mostly internal) events
• Understand and evaluate the IT needs of our employees and support user training activities
• Ensure accuracy of hardware asset information and regular disposal of assets
• Support the implementation of local/regional projects as part of global programs, such as the deployment of new client hardware and software technologies
• Work closely with colleagues in IT process-, service-, technology- and license- management, e.g. create and analyze reports, support annual fixed asset update, document standard operating procedures in the knowledge base
• Depending on your interests be part or lead several IT projects for continuous improvements

QUALIFICATIONS

• Completed IT education and practical experience in IT support
• Ability to troubleshoot and accurately diagnose IT related issues
• Focus on customer satisfaction and service orientation
• Experience in monitoring and tracking daily IT support business
• Knowledge in the Microsoft environment (OS, AD, M365, etc.)
• Knowledge in the Apple or Linux environment would be advantageous
• Basic expertise in the infrastructure environment (network, etc.)
• Experience in working with globally distributed IT teams
• ITIL Foundation Certification is a plus
• Fluent in English and German

• Monitor the communication channels and ticket system, such as Slack or Freshdesk, and work on the qualification and resolution of incidents and service requests
• Escalate unsolvable incidents or requests to backend teams and coordinate solution attempts
• Make use of techniques and automation to install, configure and deploy leading-edge devices (High-Performance laptops, Macbooks, etc.) for our modern Windows, MacOS and Linux workstations
• Prepare digital collaboration tools, meeting room and conference area equipment for (mostly internal) events
• Understand and evaluate the IT needs of our employees and support user training activities
• Ensure accuracy of hardware asset information and regular disposal of assets
• Support the implementation of local/regional projects as part of global programs, such as the deployment of new client hardware and software technologies
• Work closely with colleagues in IT process-, service-, technology- and license- management, e.g. create and analyze reports, support annual fixed asset update, document standard operating procedures in the knowledge base
• Depending on your interests be part or lead several IT projects for continuous improvement