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Amplience • North East England

Service Desk Engineer

Employment type:  Full time
Salary:  £22,000 - £25,000 / year

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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

Company benefits

Accrued annual leave – 25
Birthday off
Charity donation scheme
Cinema discounts
Company wide holidays/offsites
Compassionate leave
Cycle to work scheme
Early finish Fridays
Employee assistance programme
Employee discounts
Enhanced maternity leave
Enhanced paternity leave – 2 Weeks
Flexible working week
Hackathons
Life assurance
Life insurance
Open to part-time employees
Theme park discounts
Travel insurance
Unplugged stays
Volunteer days
Travel loan
Enhanced pension match/contribution
Annual bonus
Charity/Volunteer Days
Semi Flexible working hours

We need to ask employees of Amplience what it's like to work there before we verify the company FlexScore® and compile employee satisfaction ratings.

The FlexScore® is the result of a rigorous 2-step verification of a company’s flexibility

First we assess the flexibility options Amplience provides and then we anonymously survey a statistically significant proportion of their employees to make sure Amplience is as flexible as they say they are. Our assessment is based on the six key elements of flexibility: location, hours, autonomy, benefits, role modelling and work-life balance.

We ask the hard questions so you don’t have to.

Working at Amplience

Company employees

136

Gender diversity (male:female)

70:30

Office locations

London, UK, Manchester, UK, Middlesbrough, UK

Funding levels

£30,000,000

Hiring Countries

United Kingdom

United States

Awards & Achievements

SaaS & Software

SaaS & Software

Industry awards 2023
Most flexible companies

Most flexible companies

Flexa100 2023
Saas & Dev Software

Saas & Dev Software

Industry awards 2022