Offer summary

Qualifications:

Proven experience in a Service Desk team with ticket management skills., Familiarity with SLAs and service timelines., Experience with Jira Service Management or similar tools and observability tools like Grafana or Datadog., Strong communication skills to engage with clients and senior stakeholders..

Key responsabilities:

Maintain client platforms and provide excellent customer care.

Diagnose, analyze, troubleshoot, and resolve IT problems in collaboration with SaaS providers and development teams.

Support enterprise-level applications that integrate with multiple external systems.

Update Knowledge Bases with solutions and guide clients in platform configuration.

Job description

ABOUT APPLY DIGITAL

Who we are: We're a global digital transformation partner for change agents, working to modernize their organizations.

Who we help: Our 650+ digital specialists have helped global companies like Kraft Heinz, Moderna, Lululemon, Games Workshop, Atlassian, and The Very Group create business impact.

What we do: We offer clients end-to-end expertise across Business Strategy, Commerce, Platform, Products, Innovation, and beyond.

How we help: We work together as one connected team to drive business impact and ensure every strategy is actionable through to execution in the context of your organization’s broader ecosystem. We collaborate as cross-disciplinary pods and as extensions of client teams - ensuring the right perspectives contribute to creating connected, value-generating outcomes.

If you'd like to learn more about Apply Digital's culture click HERE.

THE ROLE:

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

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 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-Have:

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

At Apply Digital, we value humanity, diversity, and authenticity as much as we do excellence and innovation. We aim to live our SHAPE values (Smart, Humble, Active, Positive, Excellent) every day in the work we do and how we work together. If this aligns with your values, we encourage you to apply for a role that aligns with your experience.

If this aligns with your values, we encourage you to apply for a role that aligns with your experience.

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