Weekend Night Service Desk Engineer (Remote/Hybrid)

APPLY; Colombia; Híbrido; COP 22.320.000 - 44.640.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Agentic Delivery

Inclusive culture

AI upskilling

Generous vacation

Flexible work arrangements

Descripción de la vacante

APPLY is seeking a Service Desk Engineer to ensure reliability of client digital platforms. You will triage issues, diagnose problems, and provide top-tier support to enterprise clients in a 24/7 environment. This weekend role covers two 12‑hour nights per week on a rotating schedule across Fri/Sat/Sun.

Based in Latin America, you may work hybrid or remote, aligning to PT or ET timezones. You’ll collaborate with vendor teams, document solutions, and continuously improve service delivery across

Formación

• 0-2 years of experience in technical support or IT service desk roles.
• Familiar with e-commerce concepts and terminology.
• Experience of triaging issues created in a ticketing system.
• Confident in working with vendor platform support teams to resolve issues.
• Business savvy and IT literate with strong technical aptitude.
• Comfortable working a fixed weekend night schedule - 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift.
• Proactive and inquisitive, self-led learner with a natural problem-solving mindset.
• Great communicator, comfortable with written and spoken English.
• Consultative approach with good listening skills and insightful analysis when working with clients.
• Ability to exercise judgment within defined procedures and practices to determine appropriate action.
• Strong desire to resolve issues and maintain high standards of service excellence.

Responsabilidades

• Triage issues created in the ticketing system (Jira Service Management) and own issues until they are completed.
• Diagnose, analyze, troubleshoot and resolve IT problems for client platforms.
• Provide guidance to client personnel to empower users to help themselves.
• Lead conversations and talk clients through configuration of the platform.
• Work as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environment.
• Work with SLAs and adhere to service timelines, responding to incidents based on severity levels.
• Understand when escalation is required and when a problem can be solved independently.
• Work within defined processes while constantly looking for ways to improve procedures.
• Work confidently with vendor platform support teams to resolve issues.
• Provide continuous feedback to clients via JIRA tickets.
• Communicate effectively with senior client stakeholders to discuss complex ideas.
• Work comfortably with multiple clients at the same time.
• Update Knowledge Bases with discovered solutions not previously documented.
• Maintain accurate records of issue resolution and troubleshooting steps.
• Execute deliverables from end to end according to a structured plan.

Conocimientos

Technical support

IT service desk

Ticket triage

English communication

Customer service

Herramientas

Jira Service Management

Grafana

Datadog

Azure

BigCommerce

Commercetools

Descripción del empleo

APPLY is seeking a Service Desk Engineer to ensure reliability of client digital platforms. You will triage issues, diagnose problems, and provide top-tier support to enterprise clients in a 24/7 environment. This weekend role covers two 12‑hour nights per week on a rotating schedule across Fri/Sat/Sun.

Based in Latin America, you may work hybrid or remote, aligning to PT or ET timezones. You’ll collaborate with vendor teams, document solutions, and continuously improve service delivery across