2nd Line Support Analyst

Sharp Business Systems France; High Wycombe; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

26 days of annual leave

Life insurance

Study support for certifications

Discounted gym membership

Career development pathway

Job summary

Sharp Business Systems France is looking for a 2nd Line Support Analyst to join their team in High Wycombe. This role involves delivering high-quality technical support while managing support tickets and maintaining strong client communication.

Ideal candidates will have at least 2 years of IT support experience and a passion for developing technical skills. Benefits include extensive annual leave and opportunities for career development.

Qualifications

• At least 2 years’ experience in IT support.
• Intermediate knowledge of Microsoft Server and Desktop Operating Systems.
• Basic understanding of backup solutions and antivirus tools.

Responsibilities

• Deliver high quality technical support.
• Manage and resolve support requests promptly.
• Maintain strong communication with clients.

Skills

Client-service mindset

Technical support experience

Communication skills

Problem-solving skills

Tools

Microsoft Server

Microsoft 365

Azure

Networking tools

Remote Monitoring and Management (RMM) tools

Job description

2nd Line Support Analyst in High Wycombe required

Location: High Wycombe

Hybrid working: 3x in the office, 2x from home

Are you personable, technically minded, and ready to take the next step in your IT career? Sharp IT Services is looking for a 2nd Line Support Analyst to join our helpdesk team in High Wycombe. If you enjoy solving problems, providing outstanding client service, and developing your technical skills, we’d love to hear from you.

What You’ll Be Doing

You will deliver high quality technical support and maintain strong communication throughout when dealing with our valued clients. Reporting directly to the Helpdesk Manager, you’ll play a key role in managing and resolving support requests while helping us maintain our excellent reputation and client satisfaction.

Your responsibilities will include:

• Owning, updating, and progressing support tickets to give clients confidence in our service.
• Meeting Key Performance Indicators (KPIs) to ensure high standards of service delivery.
• Organising and prioritising your daily workload to meet client expectations efficiently.
• Using your technical knowledge to resolve issues and escalation where necessary.
• Communicating clearly, professionally, and positively with clients and colleagues.
• Actively developing your technical skills and contributing to team productivity.
• Representing Sharp IT Services professionally to support client retention and business growth.

What We’re Looking For

We’re seeking a motivated team player with a passion for IT and a strong client-service mindset. You’ll ideally bring:

• A friendly, professional, and approachable attitude
• A strong desire to grow your skills in IT support
• Excellent verbal and written communication skills
• At least 2 years’ experience in IT support
• Intermediate knowledge of:
  • Microsoft Server and Desktop Operating Systems
  • Microsoft 365 and Azure
  • Virtualisation, Networking, Firewalls, and Cyber Security
• Basic understanding of backup solutions and antivirus tools
• Awareness of Remote Monitoring and Management (RMM) tools

What You’ll Get in Return

We value our people and invest in their growth. When you join Sharp IT Services, you’ll benefit from:

• 26 days of annual leave, plus bank holidays
• life insurance, dental, and critical illness cover
• Study support for relevant professional certifications
• Discounted gym membership
• A clear pathway for career development in a supportive environment

Ready to Apply?

This is a fantastic opportunity to join a professional and friendly team where your skills and ambition will be recognised and nurtured. If you're ready to make an impact and grow your IT career, apply now and become part of the Sharp IT Services team.