2nd Line Support Analyst

Sharp Business Systems France; Birmingham; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading IT service provider in Birmingham is seeking a proactive 2nd Line Support Analyst to join their team. This role involves delivering exceptional customer service and resolving IT issues for clients. The ideal candidate will have a strong interest in technology and a minimum of 18 months of experience in IT support. The position offers hybrid working and various benefits, including study support and discounted gym membership.

Benefits

26 days of holiday + bank holidays

Dental and critical illness cover

O2 discounts

Study support

Discounted gym membership

Qualifications

• Minimum 18 months experience in IT or IT Support.
• Excellent written and verbal communication skills.

Responsibilities

• Resolve client queries professionally and efficiently.
• Own and update support tickets to ensure smooth issue resolution.
• Meet Key Performance Indicators for service standards.

Skills

Communication

Customer Service

Professional Attitude

Tools

Microsoft Cloud

Virtualisation

Networking

Firewalls

Cyber Security

Antivirus Software

Job description

Are you proactive, achievement-focused and looking to develop your career in IT?

Do you have a genuine interest in technology and a passion to help others?

Sharp IT Services has an excellent new career opportunity based inBirminghamas a2nd Line Support Analyst. Hybrid working available!

Key Responsibilities

As a Second Line Support Analyst, you will be working with our team to deliver Sharp IT Services to a variety of our clients, providing excellent customer service by resolving their queries in a professional manner. This includes:

• Owning, updating and progressing tickets to help smoothly resolve any issues.
• Being professional, positive and friendly when communicating with all colleagues and clients.
• Taking an active role in personal and team development to improve work experience.
• Meeting Key Performance Indicators to maintain a high standard of service across Sharp IT.

Skills and Qualifications

• A friendly, personable and professional attitude.
• A minimum of 18 months experience working with IT or providing IT Support.
• Good knowledge of Microsoft Cloud technologies (365 and Azure).
• Excellent written and verbal communication skills to effectively communicate with both technical and non-technical audiences.
• A good understanding of Virtualisation, Networking, Firewalls and Cyber Security.
• Good understanding of Antivirus Software and backup issues.
• 26 days of holiday + bank holidays
• Dental and critical illness cover
• O2 discounts
• Study support
• Discounted gym membership

Do you have what we’re looking for? Please apply with your latest CV and we’ll be in touch.