IT Services Engineer II — Incident & Support Lead

Dynatrace; Barcelona; On-site; EUR 42,000 - 62,000; Full time

Job summary

Dynatrace is seeking a proactive IT Services Engineer to be the first point of contact for technical issues and ensure smooth digital operations for its users. You will diagnose incidents, fulfill service requests, support collaboration tools, and manage assets and vendors across local and regional scopes.

The role emphasizes problem-solving, customer focus, and continuous learning, with exposure to Windows, macOS, Linux, cloud platforms, and ticketing systems in a dynamic, global environment.

Qualifications

• Bachelor’s degree in computer science, IT, or a related field (or equivalent experience).
• Fluent English (written and spoken); Spanish is a plus.
• Knowledge of Windows and macOS; Linux knowledge welcome.
• Experience with Active Directory and Group Policy.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Ability to troubleshoot hardware and software issues.
• Understanding of cloud platforms (Microsoft 365, Azure) and collaboration tools (Teams, Zoom, Slack, SharePoint).
• Basic cybersecurity knowledge.
• Experience with remote support tools and ticketing systems (ServiceNow, Jira).
• Strong problem-solving and customer-focused mindset; willingness to learn.

Responsibilities

• Diagnose and resolve IT issues; escalate when necessary.
• Provide hardware, software, and workplace equipment; handle access requests.
• Support meeting room tech (Zoom Rooms, Crestron) and local events.
• Learn and support technical changes implemented by backend teams.
• Maintain asset and inventory records; manage disposals; coordinate external providers.
• Deliver local and regional IT projects within global programs; lead projects when possible.
• Support IT training activities and collaborate with distributed teams; follow guides and work instructions.

Skills

English proficiency

Windows

macOS

Linux

Active Directory

Group Policy

Networking basics

Troubleshooting

Microsoft 365

Azure

Collaboration tools

Remote support tools

Ticketing systems

Education

Bachelor’s degree in CS/IT or related field

Tools

ServiceNow

Jira

SharePoint

Teams

Zoom

Slack

Crestron

Zoom Rooms

Job description

Dynatrace is seeking a proactive IT Services Engineer to be the first point of contact for technical issues and ensure smooth digital operations for its users. You will diagnose incidents, fulfill service requests, support collaboration tools, and manage assets and vendors across local and regional scopes.

The role emphasizes problem-solving, customer focus, and continuous learning, with exposure to Windows, macOS, Linux, cloud platforms, and ticketing systems in a dynamic, global environment.