First Line Support Engineer

ASK4; Sheffield; On-site; GBP 22,000 - 28,000; Full time

Job summary

ASK4 seeks a First Line Support Engineer to join our Sheffield team. You’ll be the first contact for customers across student, residential and business product lines, diagnosing and resolving issues, managing calls, chat and SMS, and escalating where needed.

You’ll work a shift-based schedule (08:00–22:00 Mon–Fri; 08:00–20:00 weekends) in the city centre office, contributing to SLA compliance, account support and a safe working environment.

Qualifications

• Experience in a customer service environment.
• Clear, professional written and verbal communication.
• Logical approach to diagnosing and solving problems.
• Familiar with Windows, Mac and Linux operating systems.
• Basic understanding of networking and TCP/IP.

Responsibilities

• Answer and manage inbound technical support calls.
• Handle live chat and SMS contacts from customers.
• Log, track and resolve first-line technical faults.
• Escalate issues per company policy.
• Administer customer accounts and support signup process.
• Monitor third-party SLA compliance and actions.
• Manage service abuse cases.
• Contribute to a safe, environmentally responsible working environment.

Skills

Windows

Mac OS

Linux

Networking basics

Customer service

Communication

Problem solving

Team player

TCP/IP

Job description

ASK4 connects students, residents and businesses across the UK and Europe to fast, reliable internet. Behind every smooth connection is a support team that knows its stuff and we're looking for a First Line Support Engineer to join that team in Sheffield.

In this role, you'll be the first point of contact for customers across our student, residential and business product lines. You'll diagnose and resolve technical issues, manage incoming contacts across phone, chat and SMS, and escalate where needed. It's a varied, shift-based role that suits someone who enjoys solving problems and working as part of a close-knit team.

What You’ll Be Doing

• Answering and managing inbound technical support calls
• Handling live chat and SMS contacts from customers
• Logging, tracking and resolving first-line technical faults
• Escalating issues in line with company policy where required
• Administering customer accounts and supporting the sign-up process
• Monitoring third-party SLA compliance and processing relevant actions
• Managing service abuse cases
• Contributing to a safe, environmentally responsible working environment

About You

We're looking for someone with a practical, curious approach to technology and a genuine interest in helping customers. You'll need:

• Working knowledge of Windows, Mac and Linux operating systems
• A basic understanding of networking
• Experience in a customer service environment
• Clear, professional written and verbal communication
• A logical approach to diagnosing and solving problems
• The ability to work well as part of a team
• Familiarity with TCP/IP

We're always interested to hear from candidates with additional language skills: Spanish, Italian, French, German, Portuguese or Polish are particularly useful given our work across Europe.

The role is based at our Sheffield city centre office and involves shift-based cover between 08:00–22:00 Monday to Friday and 08:00–20:00 at weekends.

Diversity & 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 [e-mail].

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.