First Line Support Engineer - IT Service Desk

About the Role

Do you enjoy solving technical problems and helping people stay connected? ASK4 is looking for a First Line Support Engineer to join our international support team, playing a key role in delivering industry-leading connectivity services to students, residents, and business customers across Europe.

This is a remote, shift-based role that offers variety, real impact, and the opportunity to develop your technical skills within a collaborative team environment. You will work from home, with occasional travel to our Sheffield office for team meetings and training. If you are fluent in both German and English and have a passion for delivering excellent customer service, we would love to hear from you.

Key Responsibilities

• Provide first line technical support via phone, live chat, and SMS, diagnosing and resolving issues efficiently
• Log, manage, and escalate technical faults in line with company processes
• Administer customer accounts and support the sign-up process for new customers
• Translate written and verbal communications between English and German to support customers and internal documentation
• Monitor and manage third-party SLA breaches, ensuring appropriate follow-up
• Handle service abuse management and contribute to maintaining a high-quality customer experience
• Work collaboratively with colleagues to achieve team targets and maintain service standards
• Carry out all duties in line with ASK4's policies, including Information Security and Health & Safety

Shift hours: Monday to Friday 08:0022:00, Saturday to Sunday 08:0020:00.

About You

Essential:

• Fluent in both German and English, written and spoken
• Experience in a customer service environment
• Good working knowledge of Windows, Mac, and Linux operating systems
• Basic understanding of networking
• Professional telephone manner and excellent communication skills
• A logical, solutions-focused approach to problem solving
• Self-motivated with the ability to work independently in a remote setting
• Comfortable working as part of a collaborative team

Desirable:

• Good understanding of TCP/IP networking
• Previous experience in a technical support or helpdesk role

Diversity, Equity & Inclusion

We are committed to fostering an inclusive workplace where diversity is valued. We welcome applications from people of all backgrounds and identities and ensure fair treatment for all, regardless of protected characteristics under the Equality Act 2010.

We are happy to make reasonable adjustments throughout the recruitment process and beyond, to ensure it is accessible and fair for everyone.

About ASK4

Our team delivers connectivity and technology solutions to hundreds of thousands of users in multi-tenant buildings in three sectors, in multiple languages across twelve countries.

The service we deliver empowers people to live life and work productively, and we strive to create an environment that allows our team to do the same.