• Support of daily OCC / O&M work processes and development of HV training materials. • Ensure a safe working environment through strict adherence to and enforcement of company and industry safety standards. • Prepare timely and accurate documentation and required reports. • Complete other responsibilities as assigned. • Communicate effectively with clients, vendors, and teammates. • Develop HV Technical Training Material in collaboration with Technical Support Supervisor and other SOLV Employees. • Support the OCC with Power Systems Analysis and Operational guidance as needed. • Support the generation and approval of test plans for technicians or subcontractors to perform. • Occasionally review, and/or approve HV Test Reports on Acceptance and Maintenance Testing Activities. • Provide On-Call HV Support and daytime HV Support to OCC and Field Technicians. • Remote support of EPC Startup and Commissioning activities as needed. • Provide Subject Matter Expert (SME) advice to clients.

• Performs on-site servicing, corrective maintenance, installation and qualification of company product(s), primarily in cleanroom environments. • Conducts test procedures to ensure proper product performance, and diagnoses problems at installation. • Implements upgrades and hardware/software change orders. • Trouble-shoot complex technical hard-ware and software issues at customer sites and liaise with the Brooks factory to resolution. • Provides technical support / remote technical support to customers on operational or maintenance aspects of system equipment. • Serves as customer contact on technical and service-related problems. • Completes appropriate reporting to ensure traceability of Problem Statements, Resolutions Summaries and Corrective Actions. • Ensuring accurate input to enable Escalation triggers and analysis of Product Non-Conformance trends and Utilization. • Concentration is on-going customer support.

• 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.