Service Desk Engineer

Key Responsibilities

• Technical Support: Provide technical Product support to customers, partners, prospects and internal users of our products and services. This role requires applying critical thinking to resolve complex issues. Demonstrate understanding of technical documentation that can be translated into user-friendly explanations, and often explain best practices along with pros and cons.  
• Impact Analysis: Analyse support tickets to determine impact and categorise them appropriately.  
• Service Request: Perform service request fulfillment and provisioning activities, deliver the end-to-end process for timely provisioning. Interpret customer provisioning requirements and align those with system designs
• Incident Management & Resolution: Apply Incident Management and resolution practices, including processes for major and serious incidents. Escalate issues to appropriate teams following established escalation procedures
• Security Incident Management: Identify, log, and escalate Security Incidents and own until closure.
• User Access Requests: Process internal user access requests whilst aligning to our internal RBAC model.
• Service-Level Agreements: Work towards achieving agreed-upon Service-Level Agreements (SLAS) to ensure timely resolution is provided to customers. 
• Customer Service: Apply world-class service to all customer interactions. Be the voice of the customer by providing improvements to Product teams. 
• Feedback & Communication: Participate in weekly team meetings and contribute to feedback and knowledge sessions. Collaborate with other teams. Attend internal customer handover meetings to become the specialist within the team for that customer setup.
• Projects: Participate in side projects either at the department level or company level. Actively work towards team and Company Objectives and Key Results (OKR).  
• Travel: Ability to travel less than 10% of the time regionally and nationally for work-related events. 

Skills Knowledge and Expertise

• ITIL4 qualification (or equivalent), or can obtain with 15 months, and can demonstrate an understanding of Incident Management. 
• 2+ years’ experience working in a Service Desk environment 
• TSM tooling (FreshService or similar) 
• Experience writing technical Knowledge Articles & troubleshooting steps.

• Understanding of modern website types and commerce solutions 
• Experience of Github, Bitbucket, REST API, GraphQL
• Understanding of AI (Machine Learning, LLM’s and Image Generation)   

• You are a self-starter, are passionate about solving problems and can take ownership of issues. 
• You are flexible, have excellent communication skills, and possess a drive to succeed. 
• Experience and a desire to work in a fast-paced, dynamic environment. 
• You have a highly collaborative, adaptable approach and can cultivate an environment of trust, inclusion and belonging. 
• You will use a variety of technologies, so we are looking for someone with an interest in technology and who wants to learn and develop. 
• You are positive, proactive, and solution-focused. 
• You have a global mindset and willingness to work across international time zones. 
• Must be able to work any shift, including rotating shifts. 
• Must be able to be part of the on-call rotation. 
• Must be able to travel less than 10% of the time regionally and nationally for work-related events. 

Benefits

💼 Core Financial Benefits

🧘‍♂️ Time Off & Leave

🧑‍💻 Flexible Working

🎁 Additional Perks

🤝 Recognition & Referral