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Chile · remote · Salary not listed
As a Service Desk Engineer, you'll play a critical role in ensuring the reliability and performance of our clients' digital platforms. Reporting into the Managed Services team, you will be responsible for triaging issues, diagnosing problems, and providing exceptional technical support to our enterprise clients. You will help maintain platform stability and deliver outstanding customer care while working with modern SaaS e-commerce platforms and supporting dynamic, enterprise-level applications.
This is a weekend night shift role, covering 2 nights per week on a rotating schedule across Friday, Saturday, and Sunday, with 12-hour shifts
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
Apply on source siteListed via Himalayas
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
Maintain accurate records of issue resolution and troubleshooting steps
Execute deliverables from end to end according to a structured plan
Originally posted on Himalayas