Service Desk Engineer (Weekend)
A
APPLYManaged Services
Latin America, PT or ETFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 0-2 years
- Required Skills
- AzureGrafanaSaaSDatadogTroubleshootingTechnical support
Requirements
- 0-2 years of experience in technical support or IT service desk roles.
- Familiarity with e-commerce concepts and terminology.
- Experience triaging issues in ticketing systems.
- Proficiency in written and spoken English.
- Ability to work a fixed weekend night schedule: 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift.
- Technical aptitude with a consultative, problem-solving mindset.
- Experience with Jira Service Management or similar ticketing tools (preferred).
- Familiarity with observability tools such as Grafana, Datadog, or Azure (preferred).
- Knowledge of modern SaaS e-commerce platforms such as BigCommerce or Commercetools (preferred).
Responsibilities
- Triage and own issues in Jira Service Management until completion.
- Diagnose, analyze, troubleshoot, and resolve IT problems for client platforms.
- Provide guidance to client personnel to empower user self-service.
- Lead configuration discussions with clients.
- Work within a 24/7 team environment, managing handovers and adhering to SLAs.
- Collaborate with vendor platform support teams.
- Update Knowledge Bases with new solutions and maintain accurate resolution records.
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