1st Line Application Support Engineer

RecruitmentRevolution.com; England; On-site; GBP 25,000 - 28,000; Full time

Job summary

A leading SaaS company in the UK is looking for a 1st Line IT Support Engineer to join their award-winning team. In this role, you will provide exceptional support, engaging clients and managing their use of the innovative vending management systems. You will respond to and resolve customer queries while assisting with software testing. The ideal candidate will have experience in customer service and strong communication skills. This position offers a competitive salary, hybrid work flexibility, and opportunities for professional growth.

Benefits

25 days holiday plus bank holidays

Competitive salary and benefits package

Supportive team environment

Qualifications

• Experience in a customer-facing IT office environment or software support role.
• Ability to proactively address customer concerns and exceed expectations.
• Strong written and verbal communication skills.
• Analytical thinking and attention to detail.

Responsibilities

• Respond to first-line support queries from customers via phone and email.
• Provide a customer-focused and efficient response to issues.
• Assist with software testing before the release of new versions.
• Support clients through Zoho Desk and CRM.

Skills

Customer Service

First Line Support

Excellent Communication

Software Testing

Software Support

Client Management

Education

A-Level or equivalent in English, Maths or IT

Tools

Microsoft Applications

SQL Server

Android

Job description

We are the makers of the fastest-growing vending management software in the British Isles, helping clients monitor/manage their estates of vending and coffee machines, as well as micro markets, through our extensive/powerful vending management systems.

We have an exciting opportunity for an SaaS / IT Support Engineer to join our multi-award-winning team.

The Role at a Glance

1st Line IT Support Engineer - Desktop, SaaS, Applications

Sheffield (S8) / Hybrid 2 Fixed Days Per Week

£25,000 - £28,000 Dependent on Experience

Full Time - Permanent

25 days holiday plus bank holidays and other benefits

37.5 Hours Per Week

Culture: Embrace Innovation and Change

Company: Award winning SaaS company & leading provider of vending and coffee management software

Pedigree: Award winning for our products and services. Award winning Support. UK Market Leader, growing in EMEA.

Role Purpose

Supporting, engaging and managing clients use of our vending management system to make them more profitable and efficient

Your Background / Skills

Customer Service, First Line Support, Excellent Communication, Software Testing, Software Support, Client Management.

A typical week as a 1st Line IT Support Engineer

• Effectively responding to first-line support queries from customers using the company s software via phone call and email
• Providing an accurate, efficient and customer-focused response
• Escalating issues to 2nd line support when necessary
• Delivering excellent verbal and written communication and always helping to find a resolution
• Responding and assisting more advanced software support enquiries and continuing to monitor progress to ensure a resolution is achieved
• Assisting with software testing as required, prior to the release of new software versions
• Assisting the company's Software Migration Team in the implementation of the software for new customers
• Provide software support across a range of platforms including Windows Desktop, SQL Server, Android Mobile Application and Microsoft RDP/RD Web
• Assisting the Support Manager in escalating complicated issues to the development team and keeping the customers informed of progress
• Assisting the Support Manager in the management of support for clients through Zoho Desk and CRM

What will you bring?

• Experience of working in a customer-facing IT office environment or software support role
• Proven ability to proactively address customer concerns and exceed expectations
• Passion for real-time problem solving and troubleshooting complex problems
• Strong written and verbal communication skills
• Ability to communicate effectively with technical and non-technical users
• Analytical thinking and attention to detail
• Experience in working to deadlines and prioritizing competing workloads.
• Proficient in the use of Microsoft Applications, Services and Android
• Ability to work independently and as part of a team.
• Demonstrable planning and organisational skills
• Willingness to conduct ad-hoc or exploratory testing
• Self-motivated and able to learn/resolve new software and business processes in a prompt manner
• Can-do attitude with a desire to learn new skills and technologies unique to the Vending industry

Desirable skills

• Multilingual
• Technical exposure of Microsoft SQL Server
• Experience of AWS platforms
• Experience of working within the Vending or Beverage Industry
• Educated to A-Level standard or equivalent, English, Maths or IT

Why Join Us?

• Competitive salary and benefits package
• Opportunity to work on cutting-edge technologies
• Supportive and collaborative team environment
• Opportunities for professional growth and development

Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.

Your Background / Previous Roles May Include: 1st Line Support, 2nd Tier Support. SaaS Support, Android Support, Windows Support, Desktop Support, Junior IT Support, IT Graduate, Microsoft Applications Support, Tech Support, Customer Support.