1st Line Application Support | £35-£45k
1st Line Application Support (.Net/SQL) Hybrid/Marlow 3 days per week on site
Our client provides enterprise-grade Field Service Management (FSM) platform, serving multi-vertical service operations across fire security, facilities management, HVAC, medical devices, and MoD/defence supply chain customers in the UK and internationally.
About the Role
Were looking for a 1st Line Support Engineer to be the first point of contact for our clients customers. This is a great entry point into enterprise software support: youll build real product knowledge of a complex FSM platform, develop core technical troubleshooting skills, and work alongside a small, experienced UK-based team known for being a genuine differentiator against offshored competitor support.
What You'll Be Doing:
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/engineering will need if an issue needs escalating
Perform basic checks across the three 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 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 (simple SELECT queries) to support initial data-related troubleshooting.
What You'll Need:
Essential
Some experience in a customer service, helpdesk, or support role
A genuine interest in technology and problem-solving, with willingness to learn business software.
Excellent written and verbal communication - able to explain things clearly and stay calm and professional under pressure.
Methodical and organised, comfortable managing multiple open tickets at once.
Basic comfort with Windows-based business applications and general IT literacy
Desirable
Basic exposure to SQL or databases
Previous experience with a ticketing system
Interest in field service management, ERP, or similar
What They'll Offer You Include:
Competitive salary
Pension - 5% company contribution, 3 % personal contribution
Private Healthcare via BUPA
30 days holiday, plus bank holidays per annum
Our client provides enterprise-grade Field Service Management (FSM) platform, serving multi-vertical service operations across fire security, facilities management, HVAC, medical devices, and MoD/defence supply chain customers in the UK and internationally.
About the Role
Were looking for a 1st Line Support Engineer to be the first point of contact for our clients customers. This is a great entry point into enterprise software support: youll build real product knowledge of a complex FSM platform, develop core technical troubleshooting skills, and work alongside a small, experienced UK-based team known for being a genuine differentiator against offshored competitor support.
What You'll Be Doing:
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/engineering will need if an issue needs escalating
Perform basic checks across the three 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 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 (simple SELECT queries) to support initial data-related troubleshooting.
What You'll Need:
Essential
Some experience in a customer service, helpdesk, or support role
A genuine interest in technology and problem-solving, with willingness to learn business software.
Excellent written and verbal communication - able to explain things clearly and stay calm and professional under pressure.
Methodical and organised, comfortable managing multiple open tickets at once.
Basic comfort with Windows-based business applications and general IT literacy
Desirable
Basic exposure to SQL or databases
Previous experience with a ticketing system
Interest in field service management, ERP, or similar
What They'll Offer You Include:
Competitive salary
Pension - 5% company contribution, 3 % personal contribution
Private Healthcare via BUPA
30 days holiday, plus bank holidays per annum