Service Desk Engineer in Apply Digital Latam

Remote | Semi Senior | Full time | Technical Support

23 applications

Last checked today

Requires applying in English

Apply Digital is hybrid/remote-friendly. The preferred candidate should be based in LATAM working in hours that align with EST.

We are Apply Digital — a high-growth digital experience agency working with brands like Moderna, Kraft Heinz, and Atlassian. With a focus on transforming possibilities for people, we solve complex problems with well-executed digital solutions that make people's lives easier and help our clients compete.

You'll be directly working with our technical architect and developers to ensure that we create awesome bug-free software that delights our clients.

Apply to this job directly at getonbrd.com.

Responsibilities:

You will ensure that you are able to help Apply Digital maintain our client platforms, and provide the best customer care to our clients
You will be excellent at diagnosing, analyzing, troubleshooting and resolving IT problems and working with the SaaS providers and the development teams to fix issues
You will be supporting dynamic, enterprise-level applications that integrate with multiple external systems
Some problems will require code fixes, while others will need support tickets raised and monitored with 3rd party vendors. You will need the ability to understand where each is required
You will be happy about the prospect of working in a growing business that is known for its excellence in engineering and delivery
You will be aware of agile working methods and comfortable with the governance and management approaches favored by the types of large international businesses that make up the Apply Digital client base
The work will be flexible hours and a hybrid working practice as the service desk will need to be servicing clients 24 hours a day, seven days a week

Requirements:

Proven track record as part of a Service Desk team, adept at ticket management.
Familiar with working under SLAs and adhering to service timelines.
Experience with Jira Service Management or similar tools.
Experience with any observability tool such as Grafana, Datadog, Azure.
Capable of engaging with clients at all levels, including senior stakeholders.
Confident in working with vendor platform support teams to resolve issues
Comfortable working in a fast paced environment
Flexible to work various hours as needed, including 12-hour shifts on weekends
Ability to work on statutory holidays as this will be required for the role
Happy to work within a defined process and constantly looking for ways to improve procedures
Update Knowledge Bases with discovered solutions not previously documented
Comfortable working with multiple clients at the same time
Provides guidance to client personnel to empower the users to help themselves
Can lead a conversation and talk clients through configuration of the platform
Consultative, good listener, insightful analyst when working with clients

Nice-to-haves:

Knowledge of how modern SaaS ecommerce platforms work, such as BigCommerce or Commercetools
Experience with Content Management Systems, such as Contentful, Amplience or ContentStack
Experience with programming languages (ie. JavaScript) and be able to read code to understand where issues could be
Experience of Jira Service Management or similar tools
Experience with shell scripting
Comfortable discussing complex ideas with senior client stakeholders

LIFE AT APPLY DIGITAL :

Flexibility - work where you work best
Competitive benefits plan
Generous paid time off - take the time you need to be balanced and energized
A growing company means many opportunities for advancement - we like to promote from within!
Regular team and company events (karaoke, escape rooms, axe throwing and more!)
Training budgets, Days of Learning, company-wide training

GETONBRD Job ID: 54093

Fully remote You can work from anywhere in the world.

Remote work policy

Fully remote

Candidates can reside anywhere in the world.

Apply now

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About Apply Digital Latam

Apply Digital is a digital innovation, products, and experiences company. We solve complex problems with well-executed digital solutions for some of the most respected brands in the world. — Apply Digital Latam's full profile