• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs. • Work with Problem Managers to identify root causes, support trend analysis, and drive permanent fixes. • Manage urgent and high-priority customer engagements, driving timely solutions. • Work closely with R&D on troubleshooting, reproducing issues, and analysing logs. • Create and maintain product knowledge-base articles and internal tools to support both customers and Neat teams.

Your role at Dynatrace As a Level 1 IT Support Specialist , you will be the first point of contact for Dynatrace employees ("Dynatracers") facing technical challenges. You are the face of IT, ensuring our team in Detroit (and remote employees) stay connected, productive, and secure. This isn't just about resetting passwords; it's about delivering a seamless digital experience with empathy and technical precision. Key Responsibilities: Frontline Support: Serve as the primary contact for incoming helpdesk tickets, walk-ups, and Slack messages regarding hardware, software, and network issues. Hardware Management: Configure, deploy, and troubleshoot employee laptops (Windows & MacBook Pro), peripherals, and mobile devices. manage inventory and handle asset tracking. Onboarding & Offboarding: specific setup for new hires (creating accounts, configuring systems) to ensure a "Day 1" ready experience, and processing equipment returns for departing employees. Identity & Access: Manage user accounts and permissions via Active Directory and Azure AD. SaaS Support: Troubleshoot common issues with internal tools such as Microsoft 365 (Teams, Outlook, OneDrive), Zoom, Slack, etc.. Office Tech: assist with meeting room AV equipment, printers, and office Wi-Fi connectivity. Documentation: Create and update Knowledge Base (KB) articles to empower users to self-solve issues in the future. This is a hybrid role (2 days per week) out of our Detroit, MI office. What will help you succeed Minimum Qualifications: Preferred Qualifications: OS Knowledge: Strong familiarity with Windows 11 and macOS environments. Basic understanding of networking concepts. Experience administering Office 365 and Active Directory. Soft Skills: Exceptional communication skills. You can explain technical concepts to non-technical stakeholders without jargon. Education: Associate degree in IT, Computer Science, or relevant industry certifications (CompTIA A+, Network+, Microsoft MD-100) preferred. Experience supporting a hybrid/remote workforce. Knowledge of scripting (PowerShell or Bash) for simple automation. Previous experience in a SaaS or high-growth tech company. Why you will love being a Dynatracer 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. Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. An environment that fosters innovation, enables creative collaboration, and allows you to grow. A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team. Compensation and Rewards DOE, salary $60K - $75K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location. Equal Employment Opportunity All your information will be kept confidential according to EEO guidelines. We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact careers@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.

• Responsible for meeting daily service repair needs and driving customer satisfaction. • Required to travel to locations in need of additional field support; work locations will change with the needs of the business. • Troubleshoots, services, installs (deploys), and repairs Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites. • Documents all inspections, maintenance, repair work, and submits paperwork on a timely basis. • Maintains field service log and filing system to properly initiate, organize, and maintain all field service and job files until work is completed.

• Provide technical support for developers implementing OPIS’ API products • Act as a liaison for partners during installation/implementation of OPIS products • Develop and maintain documentation for support staff • Perform investigation and analysis to solve problems • Notify management and customers of platform or product troubles • Be responsible for the effectiveness, quality and timeliness of trouble resolution • Work closely with various Systems / Technology / Development groups • Assist with coverage for other regions or weekend duties