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Are you someone who enjoys solving technical problems and delivering great customer service? This could be the role for you!
We’re a growing team with a passion for delivering outstanding service to our clients — and we’re looking for a First Line IT Engineer to join us at our Sheffield HQ in this hybrid role.
As the first point of contact for our IT Solutions clients, you’ll handle queries via phone and ticketing system, triage issues, and work to resolve or escalate them efficiently. This is an excellent entry point into IT service and support, with real variety in day-to-day work and genuine opportunities to develop your technical skills in a supportive team environment. This is a fixed-term position for 14 months.
Key Responsibilities
- Act as the first point of contact for IT queries via phone and ticketing system, triaging issues in line with ITIL best practice
- Manage and maintain accurate records within the ticketing system, keeping clients updated throughout
- Carry out a range of technical tasks including software installations and updates, password resets, user account creation, Office 365 administration, and basic network diagnostics
- Support clients remotely to resolve issues efficiently and effectively
- Identify patterns across incidents and escalate potential wider issues proactively
- Manage file security and access across multiple client IT platforms and systems
- Deliver excellent customer service at every interaction, whether by phone or written communication
- Work in line with ASK4 policies and procedures, including Information Security and Health and Safety requirements
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About You
Essential
- Experience in a customer service environment
- Professional telephone manner and strong written communication skills
- A logical, methodical approach to problem-solving
- Good organisational skills and attention to detail
- Self-motivated with a genuine interest in learning and developing in an IT environment
- A collaborative approach and comfortable working as part of a team
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Desirable
- Knowledge of Windows Server, Active Directory, Microsoft Exchange, or Office 365
- Experience in an ITIL Service Desk environment
- Familiarity with PC hardware
ASK4 is an international technology company providing managed internet connectivity and smart building solutions across Europe.
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. If you require any adjustments or would like to discuss your needs, please contact us at careers@ask4.com.
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