Hybrid SaaS Support Engineer (First-Line)

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

Job summary

SB Software in Sheffield is seeking a friendly, confident 1st Line Application Support Engineer to join our award-winning support team. The role is hybrid (2 office days per week) in Sheffield with flexibility for client meetings, offering £25,000-£28,000 DOE and 37.5 hours per week.

You’ll help customers get the best from our SaaS solutions and work closely with the wider support and development teams. Ideal candidates have first-line support experience, a strong customer service background and

Qualifications

• Experience in first-line IT support, application support or software helpdesk support.
• Strong customer service background and enjoyment of helping people.
• Excellent telephone manner and clear written communication.
• Ability to troubleshoot technical issues and work toward solutions.
• Good knowledge of Microsoft applications and Windows environments.

Responsibilities

• Responding to first-line software support enquiries by telephone and email.
• Investigating and troubleshooting customer issues with our software applications.
• Providing clear, friendly guidance to technical and non-technical users.
• Logging, managing and tracking support requests through ticketing systems.
• Escalating more complex issues to second-line support and development teams.
• Keeping customers updated and following enquiries through to resolution.
• Supporting customers using Windows, Android and related software applications.
• Assisting with software testing ahead of new releases and updates.
• Supporting new customer software implementations and migrations.
• Helping identify recurring issues and opportunities to improve our support service.

Skills

First-line IT support

Application support

Customer service

Troubleshooting

Communication

Tools

Microsoft applications

Windows

Job description

SB Software in Sheffield is seeking a friendly, confident 1st Line Application Support Engineer to join our award-winning support team. The role is hybrid (2 office days per week) in Sheffield with flexibility for client meetings, offering £25,000-£28,000 DOE and 37.5 hours per week.

You’ll help customers get the best from our SaaS solutions and work closely with the wider support and development teams. Ideal candidates have first-line support experience, a strong customer service background and