Service Desk Engineer

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

Job summary

A technology solutions provider is hiring a Service Desk Engineer to deliver technical product support to users. You will handle incident management, analyze support tickets, and ensure customer satisfaction. The role requires ITIL4 qualification and at least two years in a Service Desk environment. Importance is placed on problem-solving skills and the capability to work in a dynamic environment. Benefits include a pension scheme, enhanced leave, and competitive compensation.

Benefits

Pension Scheme

Annual Leave of 25 days

Enhanced Maternity Leave

Birthday Leave

Company-wide Recharge Days

Employee Referral Bonus

Cycle to Work Scheme

Qualifications

• Must have ITIL4 qualification or equivalent.
• More than 2 years of experience in a service desk role.
• Familiarity with writing technical documentation.

Responsibilities

• Provide technical support to customers and partners.
• Analyze support tickets and categorize them appropriately.
• Manage incidents and escalate issues as needed.
• Perform service request fulfillment and provisioning.

Skills

Problem-solving skills

Understanding of Incident Management

Knowledge of ITSM tooling

Technical writing skills

Education

ITIL4 qualification

2+ years’ experience in Service Desk

Tools

FreshService

Github

REST API

GraphQL

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 elevate 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, LLMs 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 / €1,139 / $1,337
• 50% paid at 4 months, 50% at 7 months post‑hire

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.