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

RR; Sheffield; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Competitive salary and benefits package

Opportunities for professional growth

Supportive team environment

Work on cutting-edge technologies

Job summary

A leading SaaS company in Sheffield is seeking a 1st Line IT Support Engineer to join their award-winning team. This role involves providing exceptional customer support for their vending management software, responding to queries via phone and email, and assisting with software testing. The ideal candidate will have experience in a customer-facing IT role, excellent communication skills, and the ability to problem-solve effectively. Join a supportive and innovative team that values professional growth and offers a competitive salary and benefits package.

Qualifications

• Experience in a customer-facing IT office environment or software support role.
• Proven ability to proactively address customer concerns.
• Strong written and verbal communication skills.
• Analytical thinking and attention to detail.
• Proficient in Microsoft Applications and Services.

Responsibilities

• Respond to first-line support queries from customers via phone and email.
• Provide efficient, customer-focused responses and escalate issues as necessary.
• Assist in software testing prior to the release of new versions.
• Support clients using the vending management system to enhance profitability.

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 SQL Server

AWS platforms

Microsoft Applications

Android

Job description

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

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.

The Role at a Glance:

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

Sheffield (S8) / Hybrid 2 Fixed Days Per Week

Full Time - Permanent

25 days holiday plus bank holidays and other benefits

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.

More About Us:

We are SB Software. Our vending management software was created right from the outset to make things Simply Better. First in vending, then in office coffee, and increasingly in micro markets. We make the best management systems anywhere, to help make our client’s business the best it can be.

Now, over a decade later, our company has grown, through the success of our clients. As our client base increases, we are able to invest ever more in our people, our products and our services. And this makes Vendmanager and Coffeemanager even more effective, attracting additional clients.

Today, we take pride in harnessing in-house the best technology expertise there is anywhere (spanning software, hardware and integration). And we serve the whole of the British Isles, while still continuing to grow apace, as new clients choose to join up.

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
• 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.

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