Service Desk Engineer

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 (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.

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.