Second Line IT Engineer

Are you confident in supporting Microsoft 365, Active Directory and Windows Server environments?

Can you troubleshoot complex technical issues across desktop, server and cloud platforms with ease?

Do you take pride in delivering clear, friendly, and professional support to users at all levels?

Interested? Find out more about working for ASK4 here.

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 8:30 to 17:30 or Monday to Friday 12:00 to 21:00(1week in 9) on a rota basis.

Working as part of our customer care team, providing Second Line support to our IT Solutions clients, you will play a key role in supporting our customers with industry-leading knowledge and customer service. You'll handle escalations and support a wide range of client infrastructures and play a key role in delivering high-quality service across Microsoft networking and cloud technologies and get involved in projects to support the continuous improvement of our services.

What you’ll 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.
• Attend client sites for onsite work or urgent fixes and regular service reviews or clinics.
• Ensure all escalations are actioned in a timely manner and all notes are correctly recorded and up to date.
• 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.
• Proactively monitoring client systems to identify and resolve issues before they impact the business.
• Supporting infrastructure such as virtual environments (VMware/Hyper-V) and cloud platforms (Azure/AWS desirable).
• Creating and maintaining clear technical documentation and knowledge base articles for colleagues and clients.

Our ideal candidate will have:

• A UK Driving licence and access to a vehicle.
• Experience solving technical issues on a service desk.
• Great customer service and the ability to put customers first.
• A strong desire to learn and the confidence to seek advice from technical specialists.
• Fantastic knowledge of and experience using systems including Microsoft Windows Server, Active Directory, Microsoft 365 and MikroTik Routers.
• Strong knowledge of switches such as HP, MikroTik, or Zyxel and of Wireless APs like MikroTik or Unifi.
• Flexibility is needed to work the occasional weekend on call.
• Relevant IT certifications (e.g., Microsoft, CompTIA, Cisco, MikroTik, ITIL) or equivalent experience.
• Strong troubleshooting skills with both hardware and software across desktops, servers, and networking.
• Experience working in a Managed Service Provider (MSP) environment.
• The ability to work independently and manage priorities across multiple clients.

Any questions you have about the role, or your suitability please email [email protected].

At ASK4 we are proud to be an equal opportunities employer. We value an inclusive culture and do not discriminate. Our hiring outcomes and commitments are based upon your talent and experience. If you would like to request this advert in other formats please contact [email protected] for assistance.