Amplience

Service Desk Engineer

Amplience

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇬🇧 United Kingdom

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Salary

💰 £28,000 - £34,495 per year

Job Level

JuniorMid-Level

Tech Stack

GraphQLITSM

About the role

  • **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:** Analyze 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 major and serious incident processes. 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 agreed Service-Level Agreements (SLA) to ensure 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:** Contribute to weekly team meetings and feedback & 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).

Requirements

  • **Essential **
  • 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
  • ITSM tooling (FreshService or similar)
  • Experience writing technical Knowledge Articles & troubleshooting steps.
  • **Desirable**
  • 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)
  • **Mindset **
  • 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**Pension Scheme**
  • Auto-enrolled after 3 months' service
  • Salary sacrifice scheme to maximise tax efficiency
  • 5% employee contribution, matched by 5% from Amplience
  • Pension broker: Titan Group (offers financial advice)
  • Pension provider: Aegon (moved from Aviva in 2024)****
  • 🧘‍♂️ Time Off & Leave**Annual Leave**
  • 25 days paid holiday as standard
  • **Length of Service Entitlement**
  • UK Team 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)
  • 13 weeks unpaid****
  • **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)****
  • **Study Leave**
  • 5 days for employees on accredited long-term courses (12+ months)****
  • **Birthday Leave**
  • One paid day off during your birthday month****
  • **Company-Wide Recharge Days**
  • One day off per quarter for the whole business – rest, recharge, and reset****
  • 🧑‍💻 Flexible Working
  • 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)
  • 🎁 Additional Perks**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)****
  • **Tech Scheme**
  • 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****
  • **Charity/Volunteer Days**
  • 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****
  • **Eyecare**
  • Reimbursement for a standard eye exam every two years
  • 🤝 Recognition & Referral
  • **Employee Referral Bonus**
  • £1,000 / €1,139 / $1,337
  • 50% paid at 4 months, 50% at 7 months post-hire****

Applicant Tracking System Keywords

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

Hard skills
Incident ManagementITIL4Service DeskITSM toolingTechnical WritingTroubleshootingREST APIGraphQLMachine LearningImage Generation
Soft skills
Critical ThinkingCommunicationProblem SolvingCollaborationAdaptabilityOwnershipFlexibilityProactivityCustomer ServiceGlobal Mindset
Certifications
ITIL4 qualification