Frontline Tech Support Engineer — Multilingual Connectivity

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 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.