About this role
Salary: £25,000 - 28,000 per year
Requirements
- 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.
last updated 43 week of 2026