Service Desk Engineer

Job Description

About now, you’d expect us to tell you what Amplience does. Well, we don’t do the expected. Instead, we want to tell you what we believe in: Freedom. Because Freedom is everything that Amplience stands for. It’s in the way we work, the way we think, the way we empower our customers. And if you choose to join us (we’d be honored) you’ll have the Freedom to work however and wherever you want. Oh, and in case you were wondering, Amplience is a commerce experience platform that takes the heavy lifting out of digital content, giving you the Freedom to create digital experiences without limits. We already work with over 400 leading retails brands and counting, including the likes of Crate & Barrel, Traeger Grills, Ulta Beauty, Coach, Otto Group, GAP, Curry’s, Argos and The Very Group. We’ve got over 200 employees across the world, with $180 million of investment behind us and huge, exciting growth plans ahead. And we’d love you to come along for the ride.
Are you in?

We have two Support hubs (Raleigh, NC and Teesside, UK) offering 24/7/365 technical support. Reporting to the Service Desk Team Leader, you will be responsible for providing technical support to users of our products and services. Within this role, you will also be responsible for the provisioning of these services. If you are passionate about technology and have experience providing technical support, we encourage you to apply for this exciting opportunity. You will have the chance to work with a dynamic team, learn new skills, and make a positive impact on our clients' businesses.

Amplience promotes a "remote-first" approach. We all love the flexibility to work from home, however, there is an expectation that people come in to the office on an ad-hoc basis so that we can spend crucial in-person time with one another!

Key Responsibilities

• Provide technical support to customers, partners, prospects and internal users of our products and services.
• Impact analysis of tickets including categorisation
• Apply Incident Management & Resolution practices (Including Major and Serious Incident Processes)
• Escalate issues to appropriate teams
• Work towards agreed SLA’s to ensure resolution is provided to customers
• Apply world-class Customer Service with all interactions
• Contribute to weekly team meetings and feedback sessions
• Collaborate with other teams
• Shifts will run from Monday – Friday (times vary but would be between 06.00 – 22:00)

Competencies

• We are looking for someone who is a self-starter, is passionate about solving problems and can take ownership of issues
• You will use a variety of technologies, so we are looking for someone with an interest in technology and wants to learn and develop
• Positive, proactive, and solution-focused
• Global mindset

Skills, Knowledge and Expertise

Essential

• ITIL4 qualification (or equivalent) 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

Desirable

• Understanding of modern website types and commerce solutions
• Experience of Github

Benefits

• Competitive salary
• Flexible working arrangements
• Discretionary bonus scheme
• Company pension scheme
• Enhanced maternity & paternity policies
• Extra holidays once you've been with us for a while
• The option to purchase additional holidays
• Charity / volunteer days
• Life assurance policy
• Ride to work scheme
• Season ticket advance loans