1st Line IT Support Engineer - Desktop, SaaS

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

Location:

Sheffield (S8) / Hybrid, 2 fixed days per week

Employment type:

Full Time, Permanent

Holiday: 25 days plus bank holidays and other benefits

Base pay range: (not specified)

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. Over a decade later, our company has grown, and we serve the whole of the British Isles, while still continuing to grow apace.

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

• 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 customers informed of progress
• Assisting the Support Manager in the management of support for clients through Zoho Desk and CRM

• 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
• Technical exposure to 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

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

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.

• Seniority level:
  Associate
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industry: IT Services and IT Consulting