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

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

Job summary

A leading SaaS company in the UK is seeking a 1st Line IT Support Engineer to join their team. The role involves providing first-line support, engaging with clients on the vending management software, and ensuring an exceptional customer experience. The ideal candidate has strong communication skills and experience in a customer-facing IT environment. This full-time position offers a competitive salary and hybrid working options.

Benefits

25 days holiday plus bank holidays

Competitive salary and benefits package

Opportunities for professional growth

Qualifications

• Experience in a customer-facing IT office environment or software support role.
• Proven ability to proactively address customer concerns and exceed expectations.
• Strong written and verbal communication skills.

Responsibilities

• Respond to first-line support queries from customers using the company’s software.
• Provide accurate and customer-focused responses.
• Assist customers with advanced software support enquiries.

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

About SB Software

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

We have an exciting opportunity for a 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 and leading provider of vending and coffee management software

Pedigree: Award‑winning 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
• Providing 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 prioritising 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.

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