1st Line Application Support

• 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 and engineering will need if an issue needs escalating, such as steps to reproduce, screenshots, affected users, and 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, including simple SELECT queries, to support initial data-related troubleshooting.

Technologies:

• Azure
• C#
• ERP
• Support
• PaaS
• SQL
• Security
• Windows
• Zendesk
• UX UI Design
• ASP.NET
• Cloud

• Some experience in a customer service, helpdesk, or support role, technical or non-technical.
• A genuine interest in technology and problem-solving, with a willingness to learn business software in depth.
• Excellent written and verbal communication skills, with the ability to explain things clearly and stay calm and professional under pressure.
• Methodical and organised, with comfort managing multiple open tickets at once.
• Basic comfort with Windows-based business applications and general IT literacy.
• Some exposure to SQL or databases, even at a basic query level, is desirable.
• Previous experience with a ticketing system such as Zendesk is desirable.
• Interest in field service management, ERP, or similar enterprise software is desirable.
• A relevant IT qualification, apprenticeship, or degree is desirable but not required.

We provide an enterprise-grade Field Service Management platform serving multi-vertical service operations across fire and security, facilities management, HVAC, medical devices, and MoD and defence supply chain customers in the UK, Ireland, and internationally. Our platform includes three core applications built on a .NET, VB.NET, and C# stack with SQL Server, deployed across Azure-hosted and on-premise Windows Server customer environments. We are investing in a UX and UI overhaul, migration to Azure PaaS, and ongoing feature development. This is a hybrid role based in Marlow, with three days per week on site, and it offers a strong entry point into enterprise software support alongside a small, experienced UK-based team. We offer a competitive salary, pension, private healthcare via BUPA, 30 days holiday plus bank holidays, an Employee Assistance Program, an electric car scheme, a cycle to work scheme, and enhanced maternity and paternity pay. We are an equal-opportunity employer and value diversity, equality, and inclusion.

last updated 27 week of 2026