Service Desk Engineer

Summary

Join Apply Digital's growing Service Desk team as a Service Desk Engineer! This hybrid/remote role, preferably based in LATAM with GMT-aligned hours, requires proven experience in a Service Desk environment and expertise in troubleshooting IT problems. You will support enterprise-level applications, work with SaaS providers and development teams, and engage with clients at all levels. The position demands flexibility, including weekend and holiday work, and a commitment to continuous process improvement. Apply Digital values a collaborative and innovative culture, emphasizing excellence and a positive work environment.

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

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

Preferred Qualifications

• 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

Benefits

Hybrid/remote-friendly