1st Line Application Support

1st Line Application Support (.Net/SQL) Hybrid/Marlow 3 days per week on site Up to 45K

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, Ireland, and internationally.

About the Role

Their platform comprises three core applications: built on a .NET/VB.NET/C# stack with SQL Server, deployed across both Azure-hosted and on-premise (Windows Server) customer environments. They are a strategic 'Spearhead' product, with active investment in a UX/UI overhaul, migration to Azure PaaS, and ongoing feature development.

We're looking for a 1st Line Support Engineer to be the first point of contact for our clients customers. You'll own the front door of their support desk — logging, triaging, and resolving straightforward issues directly, and making sure everything else is captured accurately and routed to the right person fast. This is a great entry point into enterprise software support: you'll 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 (steps to reproduce, screenshots, affected users, 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 (simple SELECT queries) to support initial data-related troubleshooting.

What You’ll Need:

Essential

• Some experience in a customer service, helpdesk, or support role — technical or non-technical.
• A genuine interest in technology and problem-solving, with willingness to learn business software in depth.
• 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

• Some exposure to SQL or databases (even at a basic query level).
• Previous experience with a ticketing system such as Zendesk.
• Interest in field service management, ERP, or similar enterprise software.
• A relevant IT qualification, apprenticeship, or degree (not required — aptitude and attitude matter more).

What They’ll Offer You:

Competitive salary

Pension - 5% company contribution, 3 % personal contribution

Private Healthcare via BUPA

A holiday allowance of 30 days', plus bank holidays per annum

Employee Assistance Program (EAP)

Electric car scheme

Cycle to work scheme

Enhanced Maternity/Paternity Pay

Our client is an equal-opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply.

SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.