SaaS Support Engineer — 24/7 Tech Desk (AI Focus)

Amplience Ltd.; Tees Valley; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading UK tech company is seeking a Service Desk Engineer to provide technical support and manage incidents for its products and services. You'll be part of a dynamic team, enhancing customer experiences while working with modern technologies. Candidates should have at least 2 years of experience in a Service Desk environment and an ITIL4 qualification. The role offers a competitive salary and excellent benefits, including flexible working arrangements and opportunities for professional development.

Benefits

Pension Scheme

Annual Leave (25 days)

Enhanced Maternity and Paternity Leave

Company-wide Recharge Days

Birthday Leave

Study Leave

Cycle to Work Scheme

Employee Referral Bonus

Qualifications

• Minimum 2 years' experience in a Service Desk environment.
• Demonstrate understanding of Incident Management.
• Experience writing technical Knowledge Articles.

Responsibilities

• Provide technical product support to customers and internal users.
• Analyze support tickets and categorize impact.
• Fulfill service requests and ensure SLA compliance.

Skills

Problem-solving

Technical support

Communication

Critical thinking

Team collaboration

Education

ITIL4 qualification or equivalent

Tools

ITSM tooling (FreshService or similar)

Job description

A leading UK tech company is seeking a Service Desk Engineer to provide technical support and manage incidents for its products and services. You'll be part of a dynamic team, enhancing customer experiences while working with modern technologies. Candidates should have at least 2 years of experience in a Service Desk environment and an ITIL4 qualification. The role offers a competitive salary and excellent benefits, including flexible working arrangements and opportunities for professional development.