Apply Digital
A products, platforms & commerce company | MACH Alliance Member | Contentful Gold Partner | commercetools Select Partner
Product Strategy • User Experience • Product Design • Development - Apps • Web
501 - 1000
Service Desk Engineer - Talent Pipeline
March 20
Apply Digital
A products, platforms & commerce company | MACH Alliance Member | Contentful Gold Partner | commercetools Select Partner
Product Strategy • User Experience • Product Design • Development - Apps • Web
501 - 1000
Description
• 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
• 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 • 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 • 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
Benefits
• Flexibility - work where you work best • Competitive benefits plan • Generous paid time off - take the time you need to be balanced and energized • A growing company means many opportunities for advancement - we like to promote from within! • Regular team and company events (karaoke, escape rooms, axe throwing and more!) • Training budgets, Days of Learning, company-wide training, Apply Library and our Hackathon for Good mean you have many different ways to learn and stretch yourself
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