Amplience

Service Desk Engineer

Amplience

full-time

Posted on:

Location Type: Remote

Location: Remote • New York • 🇺🇸 United States

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Salary

💰 $60,000 - $68,000 per year

Job Level

JuniorMid-Level

Tech Stack

GraphQLITSM

About the role

  • Provide technical Product support to customers, partners, prospects and internal users of our products and services.
  • Analyze support tickets to determine impact and categorise them appropriately.
  • Perform service request fulfillment and provisioning activities, deliver the end-to-end process for timely provisioning.
  • Apply Incident Management and resolution practices, including major and serious incident processes.
  • Identify, log, and escalate Security Incidents and own until closure.
  • Process internal user access requests whilst aligning to our internal RBAC model.
  • Work towards agreed Service-Level Agreements (SLA) to ensure resolution is provided to customers.
  • Apply world-class service to all customer interactions.
  • Contribute to weekly team meetings and feedback & knowledge sessions.
  • Participate in side projects either at the department level or company level.

Requirements

  • ITIL4 qualification (or equivalent), or can obtain within 15 months
  • 2+ years’ experience working in a Service Desk environment
  • ITSM tooling (FreshService or similar)
  • Experience writing technical Knowledge Articles & troubleshooting steps
  • Understanding of modern website types and commerce solutions (Desirable)
  • Experience of Github, Bitbucket, REST API, GraphQL (Desirable)
  • Understanding of AI (Machine Learning, LLM’s and Image Generation) (Desirable)
  • 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
  • Medical, Dental & Vision
  • Paid sick leave
  • Employee assistance program
  • Voluntary life Insurance
  • Enhanced family leave
  • 401k with company match
  • Adoption assistance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ITIL4Service DeskITSM toolingtechnical Knowledge ArticlestroubleshootingREST APIGraphQLMachine LearningImage Generation
Soft skills
problem-solvingownershipflexibilitycommunicationcollaborationadaptabilitytrustinclusionproactivitysolution-focused
Certifications
ITIL4 qualification