First Line Support Engineer - IT Service Desk

Salary: £28,000 - 28,000 per year

Requirements:

• Fluent in both German and English, written and spoken
• Experience in a customer service environment
• Good working knowledge of Windows, Mac, and Linux operating systems
• Basic understanding of networking
• Professional telephone manner and excellent communication skills
• A logical, solutions-focused approach to problem solving
• Self-motivated with the ability to work independently in a remote setting
• Comfortable working as part of a collaborative team
• Good understanding of TCP/IP networking
• Previous experience in a technical support or helpdesk role

Responsibilities:

• Provide first line technical support via phone, live chat, and SMS, diagnosing and resolving issues efficiently
• Log, manage, and escalate technical faults in line with our processes
• Administer customer accounts and support the sign-up process for new customers
• Translate written and verbal communications between English and German to support customers and internal documentation
• Monitor and manage third-party SLA breaches, ensuring appropriate follow-up
• Handle service abuse management and contribute to maintaining a high-quality customer experience
• Work collaboratively with colleagues to achieve team targets and maintain service standards
• Carry out all duties in line with our policies, including Information Security and Health & Safety

Technologies:

• Support
• Linux
• Security
• TCP/IP
• Windows

More:

We are ASK4, and we deliver connectivity and technology solutions to hundreds of thousands of users in multi-tenant buildings across three sectors, in multiple languages and twelve countries. We offer a remote, shift-based role with variety, real impact, and the opportunity to develop technical skills within a collaborative international support team. You will work from home with occasional travel to our Sheffield office for team meetings and training. We are committed to fostering an inclusive workplace where diversity is valued and we welcome applications from people of all backgrounds and identities. We also make reasonable adjustments throughout the recruitment process and beyond to ensure accessibility and fairness for everyone.

last updated 33 week of 2026