IT / Software Support Engineer - Award-Winning SaaS. Hybrid - 19353

TN United Kingdom; Sheffield; Hybrid; GBP 25,000 - 28,000

Job description

IT / Software Support Engineer - Award-Winning SaaS. Hybrid - 19353, Sheffield

Client:

Location:

Sheffield, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

f64dde30a3e3

Job Views:

8

Posted:

02.04.2025

Expiry Date:

17.05.2025

Job Description:

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. We have an exciting opportunity for an IT / Software Support Engineer to join our multi-award-winning team.

The Role at a Glance:

• SaaS / Software Support Engineer
• Location: Sheffield (S8) / Hybrid 2 Fixed Days Per Week
• Salary: £25,000 – £28,000 Dependent on Experience
• Full Time - Permanent
• 25 days holiday plus bank holidays and other benefits
• 37.5 Hours Per Week

Culture: Embrace Innovation and Change

Company: Award winning SaaS company & leading provider of vending and coffee management software

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

Typical Responsibilities:

• 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
• Providing 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 prioritizing 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

Desirable skills:

• Multilingual
• 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

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