1st Line IT Support Engineer - Desktop, SaaS Hybrid

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

Apply for the 1st Line IT Support Engineer - Desktop, SaaS, Applications - Hybrid role at Voice Works
, a leading SaaS provider of vending and coffee management software. This is a full‑time, permanent position based in Sheffield (S8) with a hybrid schedule of two fixed days per week.

Salary: £25,000 – £28,000, dependent on experience.
Hours: 37.5 per week
Holiday: 25 days plus bank holidays and additional benefits

Role

Purpose:

Supporting, engaging and managing clients’ use of our vending management system to increase profitability and operational efficiency.

• Effectively respond to first‑line support queries via phone and email.
• Provide accurate, efficient, and customer‑focused responses.
• Escalate issues to 2nd line support when necessary.
• Deliver excellent verbal and written communication, always helping to find a resolution.
• Assist with more advanced software support enquiries and monitor progress to ensure resolution.
• Assist with software testing prior to new releases.
• Support the Software Migration Team during new customer implementations.
• Provide software support across platforms including Windows Desktop, SQL Server, Android Mobile, and Microsoft RDP/RD Web.
• Collaborate with the Support Manager to escalte complex issues to development and keep customers informed.
• Manage support for clients through Zoho Desk and CRM.

• Experience 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 complex troubleshooting.
• Strong written and verbal communication skills.
• Ability to communicate effectively with technical and non‑technical users.
• Analytical thinking and attention to detail.
• Experience working to deadlines and prioritising competing workloads.
• Proficient in 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 quick to learn new software and business processes.
• Can‑do attitude with a desire to learn new skills and technologies within the vending industry.

• Multilingual.
• Technical exposure to Microsoft SQL Server.
• Experience with AWS platforms.
• Experience with in the vending or beverage industry.
• Educated to A‑Level standard or equivalent in 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.

Apply now for a fast‑track path to our Leadership Team.