Senior IT Support Specialist

vor 2 Monaten

Linz, Oberösterreich, Österreich Dynatrace Vollzeit
About the Role

We are seeking a highly skilled Sr IT Support Engineer to join our Corporate IT Technical Support function. As a key member of our team, you will be responsible for providing top-notch technical support to our employees, ensuring their digital work life is seamless and efficient.

Key Responsibilities
  • Incident Management: Monitor communication channels and ticket systems, and work on the qualification and resolution of incidents and service requests.
  • Escalation and Coordination: Escalate unsolvable incidents or requests to backend teams and coordinate solution attempts.
  • Device Deployment and Management: Make use of techniques and automation to install, configure, and deploy leading-edge devices for our modern Windows, MacOS, and Linux workstations.
  • Collaboration Tool Setup: Prepare digital collaboration tools, meeting room, and conference area equipment for internal events.
  • User Training and Support: Understand and evaluate the IT needs of our employees and support user training activities.
  • Asset Management: Ensure accuracy of hardware asset information and regular disposal of assets.
  • Project Support: Support the implementation of local/regional projects as part of global programs, such as the deployment of new client hardware and software technologies.
  • IT Process and Service Management: 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.
  • Continuous Improvement: Depending on your interests, be part or lead several IT projects for continuous improvements.
Requirements
  • IT Education and Experience: Completed IT education and practical experience in IT support.
  • Troubleshooting and Diagnostic Skills: Ability to troubleshoot and accurately diagnose IT-related issues.
  • Customer Focus: Focus on customer satisfaction and service orientation.
  • IT Support Experience: Experience in monitoring and tracking daily IT support business.
  • Technical Knowledge: Knowledge in the Microsoft environment (OS, AD, M365, etc.).
  • Additional Skills: 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, and ITIL Foundation Certification is a plus.
  • Language Skills: Fluent in English and German.
About Dynatrace

Dynatrace is a one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. We work with the latest technologies and at the forefront of innovation in tech on scale, but also in other areas like marketing, design, or research. Our team thinks outside the box, welcomes unconventional ideas, and pushes boundaries. We foster innovation, enable creative collaboration, and allow you to grow. We have a globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. We have a truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all. Our culture is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

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