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

VoiceWorks; Sheffield; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

VoiceWorks, a leading SaaS company, is seeking a SaaS / IT Support Engineer to join their award-winning team in Sheffield. The role involves providing first-line support for clients using their innovative vending management software, ensuring excellent customer service and effective problem resolution. With a competitive salary and a supportive team environment, this position offers a great opportunity for growth and development in a dynamic industry.

Benefits

25 Days Holiday Plus Bank Holidays

Opportunities for growth and development

Supportive, collaborative team environment

Competitive salary and benefits

Qualifications

• Experience in customer-facing IT or software support roles is essential.
• Strong communication skills and analytical thinking required.
• Proactive approach to customer concerns and problem-solving.

Responsibilities

• Responding to first-line support queries from customers via phone and email.
• Providing customer-focused responses and escalating issues as necessary.
• Supporting software testing and implementation for new customers.

Skills

Customer Service

First Line Support

Excellent Communication

Software Testing

Software Support

Client Management

Education

A-Level or equivalent in relevant subjects

Tools

Microsoft SQL Server

AWS platforms

Microsoft Applications

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

1. 1st Line IT Support Engineer - Desktop, SaaS, Applications
2. Location: Sheffield (S8) / Hybrid 2 Fixed Days Per Week
3. Salary: £25,000 - £28,000 Dependent on Experience
4. Full Time - Permanent
5. Benefits: 25 Days Holiday Plus Bank Holidays And Other Benefits
6. Hours: 37.5 Hours Per Week
7. Culture: Embrace Innovation and Change
8. Company: Award-winning SaaS company & leading provider of vending and coffee management software
9. Pedigree: Award-winning for our products and services, Support, UK Market Leader, growing in EMEA.
10. Role Purpose: Supporting, engaging, and managing clients' use of our vending management system to enhance their profitability and efficiency.
11. 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 to make things Simply Better. From vending to office coffee, and micro markets, we aim to provide the best management systems to help our clients' businesses thrive.

Over a decade, our growth has been driven by our successful clients. We continually invest in our people, products, and services, making Vendmanager and Coffeemanager even more effective and attracting new clients.

We harness top technological expertise across software, hardware, and integration, serving the British Isles and expanding rapidly as new clients join us.

A typical week as a SaaS / IT Support Engineer:

• Responding effectively to first-line support queries from customers via phone and email
• Providing accurate, efficient, and customer-focused responses
• Escalating issues to 2nd line support when necessary
• Delivering excellent communication and helping find resolutions
• Assisting with advanced support inquiries and monitoring progress
• Supporting software testing before new releases
• Helping with software implementation for new customers
• Providing support across platforms like Windows Desktop, SQL Server, Android, and Microsoft RDP/RD Web
• Escalating complex issues to the development team and updating customers
• Managing support via Zoho Desk and CRM

What will you bring?

• Experience in customer-facing IT or software support roles
• Proactive approach to customer concerns and exceeding expectations
• Passion for troubleshooting and problem solving
• Strong communication skills
• Ability to communicate with technical and non-technical users
• Analytical thinking and attention to detail
• Ability to meet deadlines and prioritize workloads
• Proficiency with Microsoft Applications and Android
• Ability to work independently and in a team
• Planning and organizational skills
• Willingness for ad-hoc testing
• Self-motivation and quick learner
• Positive attitude and eagerness to learn industry-specific technologies

Desirable Skills

• Multilingual capabilities
• Experience with Microsoft SQL Server
• Experience with AWS platforms
• Industry experience in vending or beverages
• Educational background to A-Level or equivalent in relevant subjects

Why Join Us?

• Competitive salary and benefits
• Work on innovative technologies
• Supportive, collaborative team environment
• Opportunities for growth and development

Interested? Apply now 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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