First Line Support Engineer

The Vacancy Do you enjoy solving problems and helping people? At ASK4, we're looking for a First Line Support Engineer to join our Parcel SafePlace (PSP) team
a growing smart building solution that's transforming the way parcels are managed across residential and commercial properties. This is a great opportunity to build a technical support career in a fast-paced, customer-focused environment. About the Role You'll be the first point of contact for building staff and residents using Parcel SafePlace, delivering outstanding support across phone and email channels. From resolving technical queries and managing missing parcel investigations to handling tickets and guiding users through the system, your work will directly impact the customer experience every day. You'll also contribute to wider group operations, supporting colleagues across the business as needed. This is a fixed-term position for 6 weeks, with hybrid working where the role allows. Key Responsibilities Respond to queries from building staff and residents via phone and email, providing account support, user management, and general administration. Investigate missing parcel cases by gathering information, liaising with relevant parties, and working towards timely resolutions. Provide technical support and troubleshooting for the PSP system, diagnosing issues and guiding users through fixes. Manage incoming support tickets through a ticketing system, ensuring cases are logged, prioritised, and resolved in line with agreed SLAs. Deliver a professional and helpful experience on every inbound support call. Support the creation of additional language content for communications and documentation where relevant. Contribute to cross-team operational tasks and administrative support for wider group functions when needed. About You Essential Experience in a customer service environment. Working knowledge of operating systems including Windows, Mac, and Linux. A basic understanding of networking principles. Professional approach with strong phone and written communication skills. Excellent written and oral English. A logical, methodical approach to problem-solving. Self-motivated with a positive attitude towards learning and development. Ability to work collaboratively as part of a team. Desirable Fluency in written and spoken Spanish. Good understanding of TCP/IP networking. Service desk or helpdesk experience. 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. 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.
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