At a Glance
- Tasks: Provide 24/7 technical support and resolve customer issues with a dynamic team.
- Company: Join Amplience, a forward-thinking tech company in Middlesbrough.
- Benefits: Enjoy competitive salary, generous leave, and flexible working arrangements.
- Other info: Collaborative culture with excellent career growth opportunities.
- Why this job: Make a real impact while learning new skills in a fast-paced environment.
- Qualifications: 2+ years in Service Desk, ITIL4 qualification preferred.
The predicted salary is between 28000 - 34495 £ per year.
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 and for the provisioning of these services. We also expect you to 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 Monday-Friday. Service Desk Engineers are also expected to be part of the on‑call rotation.
Key Responsibilities
- Technical Support: Provide technical product support to customers, partners, prospects and internal users. Apply critical thinking to resolve complex issues and translate technical documentation into user‑friendly explanations.
- Impact Analysis: Analyze support tickets to determine impact and categorize them appropriately.
- Service Request: Perform service request fulfillment and provisioning activities, delivering 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 while aligning to our internal RBAC model.
- Service‑Level Agreements: Work toward agreed Service‑Level Agreements (SLA) to ensure resolution is provided to customers.
- Customer Service: Apply world‑class service to all customer interactions and provide improvements to Product teams.
- Feedback & Communication: Contribute to weekly team meetings and feedback & knowledge sessions, collaborate with other teams and attend internal customer handover meetings.
- Projects: Participate in side projects at the department or company level, working toward team and Company OKR.
What You’ll Bring (Skills, Experience & Mindset)
Essential
- ITIL4 qualification (or equivalent), or ability to obtain within 15 months, and understanding of Incident Management.
- 2+ years’ experience working in a Service Desk environment.
- ITSM tooling experience (FreshService or similar).
- Experience writing technical Knowledge Articles & troubleshooting steps.
Desirable
- Understanding of modern website types and commerce solutions.
- Experience with GitHub, Bitbucket, REST API, GraphQL.
- Understanding of AI (Machine Learning, LLMs, Image Generation).
Mindset
- Self‑starter, passionate about solving problems, capable of taking ownership of issues.
- Flexible, excellent communicator, and driven to succeed.
- Desire to work in a fast‑paced, dynamic environment.
- Collaborative, adaptable, and cultivates an environment of trust, inclusion and belonging.
- Interests in a variety of technologies, eager to learn and develop.
- Positive, proactive, and solution‑focused.
- Global mindset and willingness to work across international time zones.
- Must be able to work any shift, including rotating shifts, and be part of the on‑call rotation.
- Travel less than 10% 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.
- 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
- Core Financial Benefits: Pension Scheme – Auto‑enrolled after 3 months. Salary sacrifice scheme to maximise tax efficiency. 5% employee contribution, matched by 5% from Amplience.
- Time Off & Leave: Annual Leave – 25 days paid holiday as standard. Length of Service Entitlement – 3+ years: 26 days; 4+ years: 27 days; 5+ years: 28 days; 6+ years: 29 days; 7+ years: 30 days. 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 (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 per quarter for the whole business.
- 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. Tech Scheme – Purchase tech items and spread the cost over 12 months via salary deduction. 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 – 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.
Equal Opportunity
Amplience UK Ltd. / Amplience, Inc. is an equal‑opportunity employer. Applicants will receive consideration for employment without regard to race, colour, 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.
Service Desk Engineer employer: Amplience
Amplience is an exceptional employer located in Middlesbrough, offering a vibrant work culture that prioritises collaboration and continuous learning. With a strong focus on employee growth, the company provides extensive benefits including generous annual leave, flexible working arrangements, and opportunities for professional development, making it an ideal place for those seeking meaningful and rewarding employment in the tech support field.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Amplience. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Amplience before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Amplience:Your cover letter is your chance to shine! Tell us why you want to work at Amplience specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Amplience!
How to prepare for a job interview at Amplience
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
