Job ID 337808
An excellent opportunity for a 1st Line Software Support Engineer candidate looking to join an Award-Winning provider of software that helps businesses manage their vending and coffee machines.
1st Line IT / Software Support Engineer
Sheffield / 2 Fixed Days Working From Home
Hours: 37.5 Hours per week
Annual Leave: 25 Days + Bank Holidays
Culture: Working as a Team, Collaborative, Constructive
Pedigree: Recognised with nine nationwide awards for our products and services to date including multiple awards from The Vendies.
Our clever tech tracks stock, automated ordering, service management and provides real-time reporting and analytics. Suffice to say we are the leaders in vending management & intelligence.
Since our launch in 2007, our software systems were always created to make things simply better. First in vending, then in office coffee, and increasingly in micro markets. We make the best management systems anywhere.
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.
The 1st Line IT Support Engineer role:
+ 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.
+ Must be able to deliver excellent verbal and written communication and always help 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 companies Software Migration Team in the implementation of the software for new customers.
+ Escalating issues to 2nd line support and the support manager.
+ Provide software support across a range of platforms including Windows Desktop, SQL Server, Android Mobile Application and Microsoft RDP/RD Web.
+ Assist the Support Manager in escalating complicated issues to the development team and keeping the customers informed of progress.
+ Assist the Support Manager in the management of support for clients through Zoho Desk and CRM
+ 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
+ Consistent and enjoy looking at the detail
+ 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 working within the Vending or Beverage Industry
+ Educated to A-Level standard or equivalent, English, Maths or IT
Interested? Apply now for a fast track to the hiring manager.
Your Background / Previous Roles May Include:
1st Line Support, Microsoft Support, Android Support, Windows Support, Desktop Support, Junior IT Support, IT Graduate, Microsoft Applications Support, Tech Support, Customer Support.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR