1st Line IT Support Engineer

Role Purpose: Supporting, engaging and managing clients use of our vending management system to make them more profitable and efficient, + 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, Aside from a sensible fee model, custom technology and a direct unhindered path to candidates we don't sell candidates and we don't sell jobs: we facilitate relationships and champion the process of 'organic hiring' to help create stronger and longer-lasting engagements.

Your Background / Skills: Customer Service, First Line Support, Excellent Communication, Software Testing, Software Support, Client Management., + 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

£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 Pedigree: Award winning for our products and services. Award winning Support. UK Market Leader, growing in EMEA., + 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.

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 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., We're Talent Acquisition Specialists that founded change in 2005. Since then we've helped over 2500 clients grow, prosper and lead. Frustrated by poor experiences with traditional agencies, our founders (just two regular candidates), decided that the outdated industry needed modernising and a new balance of power. In 2005, a new kind of agency model was born, putting the client and candidate at the heart of the experience whilst removing the pushy sales, schmooze and high fees., From business owners hiring 2 people a year to Internal Recruiting teams hiring 200+ people a year, RR sources talent across all sectors and levels., Recruitment Revolution is a member of the REC with a 100% compliance pass rate and holds a Feefo 5* Platinum Award for Service.