Service Desk Engineer Full time

Get on Board / Remote Jobs; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

Join a high-growth digital experience agency as a Service Desk Engineer, engaging with clients to deliver top-notch IT support. In this full-time remote position, you'll tackle problems, maintain platforms, and work alongside talented engineers in a flexible environment, providing opportunities for growth and innovation.

Benefits

Flexible work location

Competitive benefits

Generous paid time off

Opportunities for advancement

Team events and training programs

Qualifications

• Proven experience in a Service Desk team with ticket management skills.
• Experience under SLAs and managing service timelines.
• Ability to engage with clients and manage multiple clients simultaneously.

Responsibilities

• Maintain client platforms and provide excellent customer care.
• Diagnose, analyze, troubleshoot, and resolve IT problems.
• Support enterprise-level applications integrating with external systems.

Skills

Ticket management

Customer care

Analytical skills

Problem-solving

Tools

Jira Service Management

Grafana

Datadog

Azure

Job description

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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. We focus on transforming possibilities for people, solving complex problems with digital solutions that make lives easier and help our clients compete.

You'll work directly with our technical architect and developers to create bug-free software that delights our clients.

Responsibilities

• Maintain client platforms and provide excellent customer care.
• Diagnose, analyze, troubleshoot, and resolve IT problems, collaborating with SaaS providers and development teams.
• Support enterprise-level applications integrating with multiple external systems.
• Address issues through code fixes or support tickets with third-party vendors.
• Work in a growing company known for engineering and delivery excellence.
• Follow agile methodologies and adapt to governance approaches of large international clients.
• Work flexible hours in a hybrid model to support 24/7 client service.

Requirements

• Proven experience in a Service Desk team with ticket management skills.
• Experience working under SLAs and meeting service timelines.
• Familiarity with Jira Service Management or similar tools.
• Experience with observability tools like Grafana, Datadog, Azure.
• Ability to engage with clients at all levels, including senior stakeholders.
• Confident in working with vendor support teams.
• Comfortable in a fast-paced environment.
• Flexibility to work various hours, including weekends and holidays.
• Ability to work within established processes and improve procedures.
• Update Knowledge Bases with solutions.
• Manage multiple clients simultaneously.
• Guide and empower users, including configuration discussions with clients.
• Excellent listening and analytical skills.

Nice-to-haves

• Knowledge of SaaS ecommerce platforms like BigCommerce or Commercetools.
• Experience with Content Management Systems such as Contentful, Amplience, ContentStack.
• Programming skills, e.g., JavaScript, to read and understand code issues.
• Experience with shell scripting.
• Ability to discuss complex ideas with senior stakeholders.

Life At Apply Digital

• Flexible work location.
• Competitive benefits.
• Generous paid time off.
• Opportunities for advancement.
• Team events and training programs.

Job ID: 54093

Fully remote — work from anywhere in the world.

Employment details

• Entry level
• Full-time
• Information Technology
• Technology, Internet

This job is active and accepting applications.