Service Desk Engineer

TN United Kingdom; Middlesbrough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company is seeking a Service Desk Engineer to provide exceptional technical support to clients. The role involves working with a dynamic team, resolving complex issues, and contributing to service requests and incident management. Ideal candidates will have a strong background in ITIL and customer service, with a passion for technology and problem-solving.

Benefits

Pension Scheme

Discretionary Bonus Scheme

25 days paid holiday

Enhanced Maternity Leave

Sick Pay

Freedom Fridays

Qualifications

• ITIL4 qualification or equivalent.
• 2+ years’ experience working in a Service Desk environment.
• Experience writing technical Knowledge Articles.

Responsibilities

• Provide technical product support to customers and internal users.
• Analyze support tickets and categorize them appropriately.
• Participate in incident management and resolution practices.

Skills

Problem Solving

Technical Support

Customer Service

Education

ITIL4 qualification

2+ years’ experience in Service Desk

Tools

FreshService

GitHub

Bitbucket

Job description

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We’re here to rid the world of bad shopping experiences.

It’s a bold aim, and one that needs both a dynamic team and a very different way of working.

That’s why we want people who can weave their unique skills, experience and character into a global team that learns, shares, grows and succeeds together.

Our people are all stewards of the business, helping us to win through care, commitment and conviction – and in return we open up a whole new world of flexibility around where, when and how you work.

It’s an exciting time to be part of Amplience. We have new leadership, new goals and new opportunities. So let’s find out where you fit in…

And if you’re still wondering what we actually do…

Amplience is the AI Content company that brings together data, performance insights and generative AI. We help 400+ of the world’s biggest brands, from Liberty and Mulberry, to Argos and Crate & Barrel, deliver persuasive content for every shopping context, fuelling truly personalized and connected experiences.

What to Expect
We provide our customers with technical product support 24/7/365. Reporting to the Service Desk Team Leader, you will be responsible for providing technical product support to users of our products and services. Within this role, you will also be responsible for the provisioning of these services.

You will work with a dynamic team, learn new skills, and make a positive impact on our clients’ businesses.

Schedules are published in advance, but we work in shifts. Shifts run Monday-Friday (times vary but may start as early as 0600 and end as late as 2200). Service Desk Engineers are also expected to be part of the on-call rotation.

We are seeking someone passionate about technology, particularly in the SaaS and AI space, who possesses a strong problem-solving skill. The role involves providing exceptional support to our clients.

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)

About You

• 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.

Pension Scheme

· Auto-enrolled after 3 months' service

· Salary sacrifice scheme to maximise tax efficiency

· 5% employee contribution, matched by 5% from Amplience

· Pension provider: Aegon (moved from Aviva in 2024)

Discretionary Bonus Scheme

· Up to 10% of base salary

· Linked to company performance

25 days paid holiday as standard

Length of Service Entitlement

3+ years continuous service | 26 days annual leave entitlement
4+ years continuous service | 27 days annual leave entitlement
5+ years continuous service | 28 days annual leave entitlement
6+ years continuous service | 29 days annual leave entitlement
7+ years continuous service | 30 days annual leave entitlement

Enhanced Maternity Leave

· 12 weeks full pay

· 12 weeks at 50% pay

· 15 weeks at statutory maternity pay (SMP)

Enhanced Paternity Leave

· 2 weeks full pay

Sick Pay

· Up to one month’s full pay per calendar year (at company discretion, with medical certificate)

· 5 days for employees on accredited long-term courses (12+ months)

· One paid day off during your birthday month

· One day off per quarter for the whole business – rest, recharge, and reset

· All roles are laptop-enabled

· Working arrangements agreed with your line manager

· Freedom Fridays: Finish early on Fridays to support work-life balance (full-time employees only)

Holiday Buy Scheme

· Purchase up to 5 extra days per year, repaid through salary deductions

Cycle to Work Scheme

· Save on bikes & accessories via tax-efficient payments (Blackhawk Network)

· Purchase tech items and spread the cost over 12 months via salary deduction (Blackhawk Network)

Season Ticket Loan

· Advance loans available for travel tickets, repaid via payroll

· Up to 3 paid days a year for volunteering or charity work

Payroll Giving (CAF – Give As You Earn)

· Tax-free donations to UK charities, directly from your salary

Employee Referral Bonus

Amplience UK Ltd. / Amplience, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Amplience fosters a business culture where ideas and decisions from all people help us grow, innovate, create and be relevant in a rapidly changing world.

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Amplience is the AI Content company that brings together data, performance insights and generative AI – helping businesses deliver persuasive content for every shopping context, fueling truly personalized and connected experiences.

Our integrated headless CMS and DAM support better collaboration between business and technical teams:

Like the marketers and merchandisers who get unequaled agility, visibility and control, through end-to-end previews, scheduling and the ability to work in content, not code.

Or the developers and architects who can build with a flexible development environment that supports monolithic, MACH and composable architectures.

That’s why more than 400 of the world's leading brands choose to create and deliver modern experiences with Amplience, including Ulta Beauty, GAP, Coach, Clarks, ASDA, OTTO Group, Currys, Argos, Very Group & Traeger Grills.