2nd Line IT / Software Support Engineer – Award-Winning Tech Company – 17327 Ref: 17327

An excellent opportunity for a 2nd Line Software Support Engineer candidate looking to join an Award-Winning provider of software that helps businesses manage their vending and coffee machines.

Role Info:
2nd Line IT / Software Support Engineer
Sheffield S8 / 1 fixed day working from home
£28,000 – £32,000
Working Hours: 37.5 Hours per week
Annual Leave: 25 Days + Bank Holidays
Culture: Working as a Team, Collaborative, Constructive

About us:

Our clever tech tracks stock, automates ordering, service management and provides real-time reporting and analytics. Suffice to say we are the leaders in vending management & intelligence.

Our software systems were 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.

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 2nd Line IT / Software Support Engineer role:

You'll start by initially providing excellent 1st line technical support for customers before developing and progressing quickly to 2nd line support and contributing to the technical delivery of our software solutions to the vending industry.

We’re really looking for someone forward thinking, hungry for a new challenge with the ability to not just fly solo but also work collaboratively as a team when needed.

What You'll be Doing:

+ 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.
+ 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
+Progressing to assisting in the management of Virtual cloud based infrastructures, G Suite, Networks/VPN and more.

About You:

+ 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 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

Desirable Skills:

+ 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

Your Background / Previous Roles May Include:
2nd Line Support, Microsoft Support, Android Support, Windows Support, Desktop Support, Junior IT Support, IT Graduate, Microsoft Applications Support, Tech Support, Customer Support.

Application notice… We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you maybe contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.