1st Line Application Support

Hybrid/Marlow 3 days per week on site. Up to 45k.

Our client provides an 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.