Job Description

Service Desk Engineer
Department: Support
Employment Type: Full Time
Location: Middlesbrough, UK
Compensation: 28,000 - 34,495 / year
Description
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: 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).

What You'll Bring (Skills, Experience & Mindset)
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.

What Success Looks Like

• Customers feel supported and confident in your care during critical moments.
• Responds to customers promptly with clarity, empathy, and professionalism
• Keeps customers informed throughout the lifecycle of their issue
• Translates complex technical details into simple, understandable language
• Maintains a positive attitude, even under pressure
• Issues are resolved efficiently and correctly, reducing repeat tickets.
• Demonstrates strong problem-solving skills and technical troubleshooting ability.
• Understands the platform, tools, and systems well enough to diagnose efficiently.
• Proactively learns new technologies and seeks to develop skills.
• Uses monitoring tools, logs, and documentation to find root causes rather than applying quick patches.
• Your communication boosts team efficiency, reduces risk, and prevents escalations.
• Dependable, consistent, and trusted to follow through.
• Works effectively across Support, Engineering, Product, and Operations.
• Shares knowledge openly, contributes to documentation and internal discussions.
• Supports teammates and helps foster a collaborative culture.

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)
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
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)
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
Employee Referral Bonus
1,000 / EUR1,139 / $1,337
50% paid at 4 months, 50% at 7 months post-hire
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In terms of career opportunities and vacancies, we will only use:
Amplience will never use third party messaging services such as Telegram, WhatsApp, Messenger, Snapchat, WeChat, etc. to communicate with you.If you are using any other website or messaging application, even if it looks like Amplience, then it will likely be fraudulent. In which case, please notify us at: .
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.
Fraudsters are always looking to take advantage of people searching for a job online. In part, this is because job listings are the ideal place to exploit a job seekers vulnerability. Job scams come in lots of different shapes and sizes, but they most commonly involve scammers posting adverts or contacting people out of the blue about unrealistic job opportunities. Amplience takes the security and safety of your personal data very seriously.
In terms of career opportunities and vacancies, we will only use:
Amplience will never use third party messaging services such as Telegram, WhatsApp, Messenger, Snapchat, WeChat, etc. to communicate with you.If you are using any other website or messaging application, even if it looks like Amplience, then it will likely be fraudulent. In which case, please notify us at: .

Skills Required