1st Line Application Support Engineer

Salary: £25,000 - 28,000 per yearRequirements:

• Experience in first-line IT support, application support, or software helpdesk support
• Strong customer service skills and enjoyment of helping people
• Excellent telephone manner and clear written communication
• Confidence troubleshooting technical issues and working towards solutions
• Good working knowledge of Microsoft applications and Windows environments
• Ability to explain technical information simply and patiently
• Strong organisation and ability to manage competing support requests
• Positive, outgoing approach and confidence dealing with customers
• Proactive attitude, attention to detail, and willingness to learn new systems
• Ability to work independently and as part of a team
• Unrestricted right to work in the UK; visa sponsorship and candidates with time-limited work permission are not available for this position
• Desirable: experience supporting SaaS or business software applications; familiarity with ticketing systems such as Zoho Desk; exposure to SQL Server, remote desktop tools, or Android applications; experience with software testing or customer implementations; knowledge of vending, coffee, or retail technology; additional language skills

Responsibilities:

• Respond to first-line software support enquiries by telephone and email
• Investigate and troubleshoot customer issues with our software applications
• Provide clear, friendly guidance to technical and non-technical users
• Log, manage, and track support requests through our ticketing systems
• Escalate complex issues to second-line support and development teams
• Keep customers updated and follow enquiries through to resolution
• Support customers using Windows, Android, and related software applications
• Assist with software testing ahead of new releases and updates
• Support new customer software implementations and migrations
• Help identify recurring issues and opportunities to improve our support service

Technologies:

• Android
• Support
• SQL
• Windows
• Office 365

More:

We are SB Software, a Sheffield-based team behind award-winning vending and coffee management software, including Vendmanager and Coffeemanager, helping businesses across the UK and beyond manage operations more efficiently. We are a UK market leader in software and customer support, growing across EMEA, and are part of 365 Retail Markets. We are hiring a full-time, permanent 1st Line Application Support Engineer in Sheffield on a hybrid basis, typically two office days per week, with flexibility to attend additional days when business needs arise. The role offers £25,000–£28,000 depending on experience and a 37.5-hour week. Initial shifts are 8am–4pm or 9am–5pm; the team also operates 6am–2pm and 7am–3pm shifts. We offer 25 days holiday plus your birthday and bank holidays, training and exposure to specialist SaaS technologies, professional development opportunities, and a supportive, customer-focused environment. Our culture values customer success, innovation, technical expertise, and continuous improvement.