Second Line IT Engineer

Do you have an excellent working knowledge of operating systems and

an understanding of networking?

Are you looking to be part of a dynamic and innovative IT solutions department?

Do you have a passion for providing top-notch customer service?

Interested? We thought you would be!

This is a permanent hybrid role based out of our Head Office in Sheffield.

Working 40 hours a week. The working hours are Monday to Friday 08:30 -17:30 or 12:00 - 21:00, and Sat-Sun on call between 07:30 - 21:00 on a 12 week Rota.

ASK4 is growing, expanding our services, and reaching new territories, and we are looking for motivated and dedicated individuals to help us reach our ambitious goals. Thanks to new investment, we are recruiting to help support the companys growth as well as maintain the high level of service that ASK4 is renowned for.

As a key member of our Second Line support team, you will play an essential role in supporting our customers. Your expertise will ensure that our clients receive the highest level of service and knowledge, maintaining our reputation for excellence in the industry.

What youll be doing:

Your day-to-day role will be varied, including but not limited to the following:

• Working on server software installations, updating server software, and working on all technical issues to completion.
• You will also be the primary resource to attend site at client sites for onsite work or urgent fixes.
• Working with our ticketing system to ensure all escalations are actioned in a timely manner and all notes are correctly recorded and up to date.
• Accurately log all work or updates from customers against tickets/projects.
• Responsible for making system-wide technical decisions that affect client infrastructure and suggesting IT development to clients.
• Keep all documentation maintained and updated.
• Assist clients with information requests/audit queries/ISO certifications.
• Work with our Client Services team to develop and manage the relationship with clients.
• You will also be involved with delivering development projects independently and larger ones with the wider business.
• Be an additional resource for inbound calls if the First Line team are unavailable.

Our ideal candidate will:

• Have previous experience on a First or Second Line Technical help desk.
• Have great customer service and the ability to put customers first.
• Have great organisational skills, able to keep tickets up to date and in line with KPIs.
• A strong desire to learn and the confidence to seek advice from technical specialists.
• Have a good working knowledge of systems including Microsoft Windows Server, Active Directory, Microsoft 365 and MikroTik Routers.
• Have some knowledge of switches such as HP, MikroTik, or Zyxel and some knowledge of Wireless APs like MikroTik or Unifi.
• This role will require driving to sites, so your own vehicle and full driving licence are essential.
• Flexibility is needed to work the occasional weekend on call.