ASK4
First Line Support Engineer
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The Vacancy
Looking to launch your IT career with a company that genuinely invests in its people? ASK4 is looking for a First Line IT Engineer to join our growing IT Solutions team in Sheffield — a brilliant opportunity to develop real-world technical skills while delivering excellent support to our clients.
About the Role
As a First Line IT Engineer, you will be the first point of contact for ASK4's IT Solutions clients — handling queries, triaging support tickets and providing knowledgeable, friendly help via phone and our ticketing system. Your day-to-day work will cover a wide range of tasks: from software installations and Office 365 administration to password resets, user creation and basic network diagnostics.
This role is ideal for someone early in their IT career who communicates well, enjoys problem-solving and is ready to grow in a team that values learning and development. Fluency in both English and German is essential, as you will be supporting clients across English and German-speaking markets.
Key Responsibilities
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- Serve as the first point of contact for IT support queries, triaging tickets in line with ITIL best practice
- Deliver excellent customer service via phone and written updates through our ticketing system
- Accurately log all notes, time and actions, keeping tickets up to date throughout their lifecycle
- Assess each ticket and decide whether to resolve it or escalate, based on severity and complexity
- Carry out software installations, updates, password resets and new user creation across multiple client platforms
- Administer and maintain Office 365, including file management and security tasks
- Perform basic network and broadband diagnostics to support client connectivity issues
- Remotely access client systems to resolve issues when required
- Identify patterns across multiple incidents and flag potential wider problems proactively
About You
You will bring:
- Experience in a customer-facing or service environment
- Excellent organisational skills and a methodical approach to managing your workload
- A professional, clear phone manner and strong written and verbal communication skills
- A self-motivated attitude with a genuine enthusiasm for learning and developing in IT
- A logical, solution-focused approach to problem-solving
- The ability to work well as part of a collaborative team
- Must be fluent in both English and German
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It would also be great if you have:
- Working knowledge of Microsoft Windows Server and Active Directory
- Some experience with Microsoft Exchange Server or Office 365
- Experience working in an ITIL service desk environment
- Knowledge of PC hardware
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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