ASK4
First Line Support Engineer (German Speaking)
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Do you have a passion for technology and a talent for delivering great customer experiences? ASK4 is looking for a First Line Support Engineer to join our technical support team and be the first point of contact for customers across our student, residential, and business connectivity services.
About the Role
ASK4 is an international technology company delivering managed internet connectivity and smart building solutions to multi-tenant buildings across Europe. In this role, you will play a vital part in keeping our customers connected – diagnosing and resolving technical issues across multiple channels, supporting both English and German-speaking customers, and helping to maintain the high service standards ASK4 is known for. You will work on a shift pattern covering Monday to Friday 08:00–22:00 and Saturday to Sunday 08:00–20:00.
Key Responsibilities
- Provide first line technical support via phone, live chat, and SMS, diagnosing and resolving connectivity and service issues
- Log, manage, and track technical issues accurately, escalating where appropriate
- Support English and German-speaking customers with written and oral communication across all contact channels
- Administer customer accounts and manage the sign-up process
- Monitor third-party SLA compliance and ensure breaches are processed correctly
- Handle service abuse management in line with company policy
- Contribute to ASK4 communications and documentation in both English and German where required
- Work in accordance with ASK4 policies and standard operating procedures, including those relating to information security and health and safety
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About You
We are looking for someone who is customer-focused, technically curious, and comfortable working in a fast-paced support environment. You will need:
- Fluent written and spoken English and German
- Good working knowledge of operating systems including Windows, Mac, and Linux
- A basic understanding of networking
- Experience in a customer service environment
- A professional telephone manner and strong communication skills
- A logical, methodical approach to problem solving
- A self-motivated attitude towards learning and development
- The ability to work effectively as part of a team
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It would be an advantage if you also have a good understanding of TCP/IP.
What We Offer
- 25 days holiday plus bank holidays, increasing with length of service
- Hybrid working where the role allows
- Profit share bonus scheme
- Westfield Health Care Plan (after 6 months)
- Enhanced maternity, paternity, and adoption pay
- Cycle to Work scheme and Electric Vehicle salary sacrifice scheme
- Personal development time and educational assistance
- Life assurance, Employee Assistance Programme, and GP access 24/7
- Birthday day off, social events, and a values-led recognition scheme
Our Commitment to 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. If you require any adjustments or would like to discuss your needs, please contact us at careers@ask4.com.
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