Service Desk Engineer

hace 2 semanas

Santiago de Chile Apply Digital A tiempo completo

**Responsibilities**:

- 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
- 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
- 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**:

- Your passion for solving problems whether it be with infrastructure, e-commerce SaaS platforms or integrations with backend systems must be strong
- Must be an inquisitive, natural problem solver with a strong desire to resolve issues
- Experience of triaging issues created in a ticketing system and owning issues until they are completed
- Familiar with e-commerce concepts and terminology
- Confident in working with vendor platform support teams to resolve issues
- Business savvy, IT literate
- Comfortable working in a fast paced environment
- Proactive and inquisitive, self-led learner
- A great communicator and comfortable with written and spoken English
- Comfortable working as part of a Service Desk team and receiving or handing over tickets
- Experience of working with SLAs and adhering to service timelines
- Understands when escalation is required and when a problem can be solved
- 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
- Comfortable working at the various levels of service desk with a desire to assist with the development of fixes
- Experience of test-driven and agile development methodologies
- Experience of Jira Service Management or similar tools
- Experience with AWS, GCP or Azure
- Experience with shell scripting
- Experience with relational and NoSQL databases (PostgreSQL, Redis etc.)
- Experience with containers (Docker, Kubernetes etc.)
- Comfortable discussing complex ideas with senior client stakeholders

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