2nd Line Support Analyst

JR United Kingdom; Swindon; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the technology sector is seeking a 2nd Line Support Analyst who is proactive and has a passion for technology. The role involves managing support tickets, providing excellent customer service, and contributing to team development. Join a dynamic team that offers career development and flexible working arrangements.

Benefits

Career Development

Hybrid Working

Professional Growth

Positive Environment

Qualifications

• Strong understanding of Microsoft Cloud technologies (365 and Azure).
• Good understanding of Virtualisation, Networking, and Cyber Security.

Responsibilities

• Own, update, and progress support tickets for issue resolution.
• Provide excellent customer service and resolve client queries.
• Meet Key Performance Indicators (KPIs) for service standards.

Skills

Customer Service

Technical Knowledge

Friendly Attitude

Tools

Microsoft Cloud Technologies

Virtualisation

Networking

Firewalls

Cyber Security

Antivirus Software

Job description

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We are looking for a proactive, achievement-focused individual with a genuine interest in technology and a passion for helping others to join our team as a 2nd Line Support Analyst.

Key Responsibilities:

• Ticket Management: Own, update, and progress support tickets to ensure smooth and efficient resolution of issues.
• Customer Service: Provide excellent customer service by resolving client queries in a professional, positive, and friendly manner.
• Team Development: Take an active role in personal and team development to enhance the overall work experience.
• Performance Standards: Meet Key Performance Indicators (KPIs) to maintain a high standard of service across Sharp IT.

Skills and Qualifications:

• Attitude: Friendly, personable, and professional demeanour.
• Technical Knowledge: Strong understanding of Microsoft Cloud technologies (365 and Azure).
• Technical Skills: Good understanding of Virtualisation, Networking, Firewalls, Cyber Security, Antivirus Software, and backup issues.

Why Join Us?

• Career Development: Opportunity to develop your career in IT within a supportive and dynamic team.
• Hybrid Working: Flexible working arrangements to suit your lifestyle.
• Professional Growth: Continuous learning and development opportunities.
• Positive Environment: Work in a friendly and collaborative environment.