Service Desk Engineer

Department: Support

Employment Type: Full time

Location: East Coast, US

We’re here to rid the world of bad shopping experiences.

It’s a bold aim, and one that needs both a dynamic team and a very different way of working.

That’s why we want people who can weave their unique skills, experience and character into a global team that learns, shares, grows and succeeds together.

Our people are all stewards of the business, helping us to win through care, commitment and conviction – and in return we open up a whole new world of flexibility around where, when and how you work.

It’s an exciting time to be part of Amplience. We have new leadership, new goals and new opportunities. So let’s find out where you fit in…

And if you’re still wondering what we actually do…

Amplience is the AI Content company that brings together data, performance insights and generative AI. We help 400+ of the world’s biggest brands, from Liberty and Mulberry, to Argos and Crate & Barrel, deliver persuasive content for every shopping context, fuelling truly personalized and connected experiences.

What to Expect

We provide our customer with technical support 24/7/365. 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.

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.

Key Responsibilities

Provide technical support to customers, partners, prospects and internal users of our products and services
Impact analysis of tickets including categorization
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

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, Bitbucket, REST API (postman, insomnia)

About You

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 and willingness to work across international time zones
Must be able to work any shift
Must be able to be part of the on-call rotation
Ability to travel less than 10% of the time regionally and nationally for work related events

Benefits

At Amplience, we value our employees and are committed to providing a comprehensive benefits package that goes beyond just a paycheck. We believe that taking care of our team members is essential to fostering a healthy and motivated workforce. When you join Amplience, you can expect a wide range of benefits designed to enhance your well-being and support your career growth. Here are some of the benefits you can look forward to:

Medical, Dental & Vision Insurance (Individual plan 100% covered)
401(k) with company match
Vacation Leave
Company Paid Holidays + Floating Holidays
Your Birthday Off!
Company-wide Recharge Days
Flexi Friday
Sick Leave
Compassionate Leave
Volunteer Leave
Enhanced Parental Leave
Company Paid Basic Life/AD&D Insurance
Voluntary Life/STD/LTD/AD&D Insurance
Voluntary Critical Illness and Accident Insurance
Free Access to Health Advocacy Program
Employee Assistance Program (EAP)
Employee Referral Program
Employee Discount Program (Perks at Work)
Spending Accounts (HSA, FSA, DCFSA)
Flexible Work Environment
Awesome Amplience Swag when you start
Mobile Phone Reimbursement

The US base salary range for this full-time position is $20.00 - $26.44 per hour + bonus + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Equal Opportunity Employer
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.

Apply Now

About Amplience

Amplience is an API-first, headless CMS and DAM in one: a unified platform for commerce content that does everything you need it to. Organize, find and enrich all your assets from a central library. Optimize and automate your product media, images and videos.

Plan, schedule, produce and deliver customer experiences. Do it all from the same platform.

And do more of it. Better, and faster, than ever.

Our Hiring Process