2nd Line Support Analyst

Sharp Business Systems France; Greater London; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Sharp IT Services is seeking a dedicated 2nd Line Support Analyst to join our UK team. You’ll manage support tickets, troubleshoot issues, and help strengthen client relationships while ensuring network and infrastructure maintenance.

The role requires 18+ months IT support experience and skills in Microsoft 365, Intune, Azure AD and Networking. Excellent communication and a customer-focused mindset are essential.

Qualifications

• 18+ months IT support experience.
• Skills in Microsoft 365, Intune, Azure AD and Networking.
• A customer-focused mindset with excellent communication skills.

Responsibilities

• Client Call Management: Logging, prioritising, and resolving issues effectively.
• Technical Fixes: Identifying root causes, supporting desktops, and resolving network issues.
• Infrastructure Monitoring: Regular checks, security patching, and process improvements.
• Relationship Building: Ensuring SLAs are met while maintaining stellar communication with clients and internal teams.

Skills

Customer service

Communication

Troubleshooting

Tools

Microsoft 365

Intune

Azure AD

Networking

Job description

Are you passionate about IT and ready to take your skills to the next level?

Sharp IT Services is looking for a dedicated 2nd Line Support Analystto join our dynamic team.

Role Overview

As an 2nd Line Support Analyst, you’ll be the go-to expert, ensuring our clients receive world-class IT service. You'll manage support tickets, troubleshoot technical issues, and help strengthen client relationships—all while ensuring infrastructure monitoring and system maintenance is up to Sharp’s high standards.

Key Responsibilities

• Client Call Management: Logging, prioritising, and resolving issues effectively.
• Technical Fixes: Identifying root causes, supporting desktops, and resolving network issues.
• Infrastructure Monitoring: Regular checks, security patching, and process improvements.
• Relationship Building: Ensuring SLAs are met while maintaining stellar communication with clients and internal teams.

At Sharp, we encourage continuous learning. You'll have the opportunity to work closely with your manager on personal development and sharpen your technical skills across a range of technologies, including Microsoft, 365 Admin, and more.

What You’ll Bring

• At least, 18+ months IT support experience.
• Skills in Microsoft 365, Intune, Azure AD and Networking
• A customer-focused mindset with excellent communication skills.

Why Join Us?

Be a part of an innovative and collaborative environment. You’ll work directly with the latest technologies, solve critical problems, get opportunities to enhance skills with training and certifications, and help improve IT services for a range of clients.