If you'd like to learn more about Apply Digital's culture click HERE Apply Digital is hybrid/remote-friendly. The preferred candidate should be based in LATAM working in hours that align with EST. At Apply Digital, we are passionate about technology and the way we deliver it. We embrace innovation in everything we do and actively seek to push the boundaries of what is possible with the tools available to us today. We are seeking to grow our Service Desk team by adding a Service Desk Engineer.
Responsibilities:You will ensure that you are able to help Apply Digital maintain our client platforms, and provide the best customer care to our clientsYou will be excellent at diagnosing, analyzing, troubleshooting and resolving IT problems and working with the SaaS providers and the development teams to fix issuesYou will be supporting dynamic, enterprise-level applications that integrate with multiple external systemsSome 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 requiredYou will be happy about the prospect of working in a growing business that is known for its excellence in engineering and deliveryYou 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 baseThe 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 weekRequirements:Your passion for solving problems whether it be with infrastructure, e-commerce SaaS platforms or integrations with backend systems must be strongMust be an inquisitive, natural problem solver with a strong desire to resolve issuesExperience of triaging issues created in a ticketing system and owning issues until they are completedFamiliar with e-commerce concepts and terminologyConfident in working with vendor platform support teams to resolve issuesBusiness savvy, IT literateComfortable working in a fast paced environmentFlexible 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 roleProactive and inquisitive, self-led learnerA great communicator and comfortable with written and spoken EnglishComfortable working as part of a Service Desk team and receiving or handing over ticketsExperience of working with SLAs and adhering to service timelinesUnderstands when escalation is required and when a problem can be solvedHappy to work within a defined process and constantly looking for ways to improve proceduresUpdate Knowledge Bases with discovered solutions not previously documentedComfortable working with multiple clients at the same timeProvides guidance to client personnel to empower the users to help themselvesCan lead a conversation and talk clients through configuration of the platformConsultative, good listener, insightful analyst when working with clientsNice-to-Have:Knowledge of how modern SaaS ecommerce platforms work, such as BigCommerce or CommercetoolsExperience with Content Management Systems, such as Contentful, Amplience or ContentStackExperience with programming languages (ie. JavaScript) and be able to read code to understand where issues could beComfortable working at the various levels of service desk with a desire to assist with the development of fixesExperience of test-driven and agile development methodologiesExperience of Jira Service Management or similar toolsExperience with AWS, GCP or AzureExperience with shell scriptingExperience with relational and NoSQL databases (PostgreSQL, Redis etc.)Experience with containers (Docker, Kubernetes etc.)Comfortable discussing complex ideas with senior client stakeholders About Apply Digital We are an innovation, products, and experiences company. Digital to our core, we are purpose-built to transform possibilities for people. We solve complex problems with well-executed solutions tailor-made for continuous growth — we're ambitious, and our clients are too. We work with well-funded start-ups, global brands, and Fortune 1000 companies spanning industries and audiences, including Moderna, Kraft Heinz, Arc'teryx, and Realtor.com.
www.applydigital.com
#J-18808-Ljbffr
