At a Glance
- Tasks: Be the first point of contact for customer support and resolve issues efficiently.
- Company: Dynamic tech company specialising in enterprise-grade Field Service Management solutions.
- Benefits: Up to £45K salary, 30 days holiday, private healthcare, and pension contributions.
- Other info: Great opportunity for growth in a diverse and inclusive workplace.
- Why this job: Kickstart your career in tech with hands-on experience and a supportive team.
- Qualifications: Customer service experience and a passion for technology are essential.
Hybrid/Marlow 3 days per week on site Up to 45K
Our client provides enterprise-grade Field Service Management (FSM) platform, serving multi-vertical service operations across fire & security, facilities management, HVAC, medical devices, and MoD/defence supply chain customers in the UK, Ireland, and internationally.
About the Role
Their platform comprises three core applications: built on a .NET/VB.NET/C# stack with SQL Server, deployed across both Azure-hosted and on-premise (Windows Server) customer environments. They are a strategic 'Spearhead' product, with active investment in a UX/UI overhaul, migration to Azure PaaS, and ongoing feature development.
We’re looking for a 1st Line Support Engineer to be the first point of contact for our clients customers. You’ll own the front door of their support desk — logging, triaging, and resolving straightforward issues directly, and making sure everything else is captured accurately and routed to the right person fast. This is a great entry point into enterprise software support: you’ll build real product knowledge of a complex FSM platform, develop core technical troubleshooting skills, and work alongside a small, experienced UK-based team known for being a genuine differentiator against offshored competitor support.
What You’ll Be Doing:
- Be the first responder for customer support tickets raised via Zendesk — acknowledging, logging, and triaging every incoming request.
- Diagnose and resolve common, known issues directly using documented troubleshooting steps and the internal knowledge base.
- Ask the right initial questions to gather the information 2nd line/engineering will need if an issue needs escalating (steps to reproduce, screenshots, affected users, error messages).
- Perform basic checks across Service Centre, REA, and RCA applications to confirm whether an issue is user error, configuration, or a genuine defect.
- Escalate unresolved or complex issues to 2nd line support with clear, well-documented handover notes.
- Keep customers informed with clear, timely updates throughout the life of their ticket.
- Maintain accurate ticket records and contribute observations back into the knowledge base to reduce repeat queries.
- Support customers with routine account, access, and configuration requests.
- Build working familiarity with SQL Server basics (simple SELECT queries) to support initial data-related troubleshooting.
What You’ll Need:
Essential
- Some experience in a customer service, helpdesk, or support role — technical or non-technical.
- A genuine interest in technology and problem-solving, with willingness to learn business software in depth.
- Excellent written and verbal communication — able to explain things clearly and stay calm and professional under pressure.
- Methodical and organised, comfortable managing multiple open tickets at once.
- Basic comfort with Windows-based business applications and general IT literacy.
Desirable
- Some exposure to SQL or databases (even at a basic query level).
- Previous experience with a ticketing system such as Zendesk.
- Interest in field service management, ERP, or similar enterprise software.
- A relevant IT qualification, apprenticeship, or degree (not required — aptitude and attitude matter more).
What They’ll Offer You:
- Competitive salary
- Pension - 5% company contribution, 3 % personal contribution
- Private Healthcare via BUPA
- A holiday allowance of 30 days', plus bank holidays per annum
- Employee Assistance Program (EAP)
- Electric car scheme
- Cycle to work scheme
- Enhanced Maternity/Paternity Pay
Our client is an equal-opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply. SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.
1st Line Application Support in Marlow employer: SmartSourcing Ltd
Join a dynamic team in Marlow as a 1st Line Application Support Engineer, where you'll be at the forefront of customer service for an innovative Field Service Management platform. With a strong focus on employee growth, you will gain invaluable experience in enterprise software support while enjoying a competitive salary, generous holiday allowance, and comprehensive benefits including private healthcare and a pension scheme. Our inclusive work culture values diversity and encourages continuous learning, making it an excellent place for those looking to develop their technical skills in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Application Support in Marlow
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like SmartSourcing Ltd value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like SmartSourcing Ltd a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with SmartSourcing Ltd!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like SmartSourcing Ltd.
We think you need these skills to ace 1st Line Application Support in Marlow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for SmartSourcing Ltd!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at SmartSourcing Ltd
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
