At a Glance
- Tasks: Provide first-line IT support for our innovative vending management software.
- Company: Join an award-winning SaaS company leading the vending management industry.
- Benefits: Enjoy competitive salary, 25 days holiday, and a hybrid work model.
- Other info: Great opportunities for professional growth in a supportive environment.
- Why this job: Be part of a dynamic team making a real impact in the tech world.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 42000 £ per year.
We have an exciting opportunity for an SaaS / IT Support Engineer to join our multi-award-winning team. 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.
The Role at a Glance:
- Location: Sheffield (S8) / Hybrid
- Fixed Days Per Week: 2
- Full Time - Permanent
- 25 days holiday plus bank holidays and other benefits
Culture: Embrace Innovation and Change
Company: Award winning SaaS company & leading provider of vending and coffee management software
Pedigree: Award winning for our products and services. Award winning Support. UK Market Leader, growing in EMEA.
Role Purpose: Supporting, engaging and managing clients use of our vending management system to make them more profitable and efficient.
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 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. Now, over a decade later, our company has grown, through the success of our clients. As our client base increases, we are able to invest ever more in our people, our products and our services. And this makes Vendmanager and Coffeemanager even more effective, attracting additional clients. Today, we take pride in harnessing in-house the best technology expertise there is anywhere (spanning software, hardware and integration). And we serve the whole of the British Isles, while still continuing to grow apace, as new clients choose to join up.
A typical week as a 1st Line IT Support Engineer:
- 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
- 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
- Assisting the Support Manager in the management of support for clients through Zoho Desk and CRM
What will you bring?
- 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 of 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
Why Join Us?
- Competitive salary and benefits package
- Opportunity to work on cutting-edge technologies
- Supportive and collaborative team environment
- Opportunities for professional growth and development
Sounds like a good fit? Apply here 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.
1st Line IT Support Engineer - Desktop, SaaS, Applications in Sheffield employer: RR
Join a respected PE-backed engineering business as a Field Manager or Senior Field Engineer, where you will play a pivotal role in leading lift installation and modernisation projects across the South East, London, and Home Counties. With a strong focus on employee well-being, we offer an extensive benefits package, including a generous holiday allowance, wellness programmes, and a clear progression pathway from Engineer to Field Management. Our supportive, safety-first culture empowers you to influence quality and customer satisfaction while enjoying competitive compensation and incentives.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Engineer - Desktop, SaaS, Applications in Sheffield
✨Tip Number 1
Get to know the company inside out! Research their products, culture, and recent news. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with customer queries, think of common IT issues and how you'd resolve them. Role-playing with a friend can really help!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the quickest way to get noticed and shows you're serious about joining our awesome team. Plus, it gives you a direct line to us!
We think you need these skills to ace 1st Line IT Support Engineer - Desktop, SaaS, Applications in Sheffield
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service and IT support experience, as well as any relevant software knowledge. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a great fit. Don’t forget to mention your problem-solving skills and your enthusiasm for technology.
Show Off Your Communication Skills:Since this role involves a lot of client interaction, make sure your written application showcases your communication skills. Keep it clear, concise, and professional. We love candidates who can express themselves well!
Apply Through Our Website:For a smooth application process, make sure to apply through our website. It’s the best way for us to receive your application and get you on the fast track to joining our award-winning team!
How to prepare for a job interview at RR
✨Know Your Stuff
Make sure you brush up on the specifics of the SaaS and IT support role. Familiarise yourself with common issues that users face with desktop applications and how to troubleshoot them. Being able to discuss your experience with software testing and client management will show you're ready for the challenges ahead.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and concisely. Prepare examples of how you've effectively communicated with both technical and non-technical users in the past. This will demonstrate your ability to bridge the gap between tech and user needs.
✨Demonstrate Your Problem-Solving Skills
Think of specific instances where you've successfully resolved complex issues. Be ready to walk through your thought process during these situations. Highlighting your analytical thinking and can-do attitude will resonate well with the interviewers, especially in a fast-paced environment like theirs.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company’s software and support processes. This shows your genuine interest in the role and helps you understand how you can contribute to their success. Questions about their approach to software migration or client management systems can spark engaging conversations.
