1st Line Application Support Engineer – Hybrid

Join to apply for the 1st Line Application Support Engineer – Hybrid. – 19926 role at RR

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.

SB Software was created to make things simply better. From vending to office coffee and micro markets, we provide the best management systems to help our clients’ businesses thrive. Over a decade of growth has allowed us to invest heavily in people, products and services, making Vend manager and Coffee manager even more effective.

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

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

Location:

Sheffield (S8) / Hybrid 2 fixed days per week
Salary: £25,000 – £28,000 (dependent on experience)
Full time – Permanent
37.5 hours per week
25 days holiday plus bank holidays and other benefits

• Effectively respond to first‑line support queries from customers using the company’s software via phone call and email
• Provide an accurate, efficient and customer‑focused response
• Escalate issues to 2nd line support when necessary
• Deliver excellent verbal and written communication and always help find a resolution
• Respond to and assist more advanced software support enquiries, continuing to monitor progress to ensure a resolution is achieved
• Assist with software testing as required, prior to the release of new software versions
• Assist the company’s Software Migration Team in implementing the software for new customers
• Provide 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
• Assist the Support Manager in managing support for clients through Zoho Desk and CRM

• Experience 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 working to deadlines and prioritising competing workloads
• Proficiency 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 able to learn/resolve new software and business processes promptly
• Can‑do attitude with a desire to learn new skills and technologies unique to the vending industry

• Multilingual
• Technical exposure to Microsoft SQL Server
• Experience with AWS platforms
• Experience 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

• Entry level

• Full‑time

• Information Technology

• Staffing and Recruiting

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.

Application notice:
We take your privacy seriously. As you might expect we may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process.