2nd Line Support Analyst

Sharp Business Systems France; West Bromwich; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services company in West Bromwich is seeking a 2nd Line Support Analyst. This role involves solving client issues, managing support tickets, and honing technical skills in a supportive environment. Join a friendly team and enjoy benefits such as 26 days of annual leave, life insurance, study support, and a clear career development pathway.

Benefits

26 days of annual leave, plus bank holidays

Life insurance

Dental coverage

Critical illness cover

Study support for professional certifications

Discounted gym membership

Career development pathway

Qualifications

• Minimum 2 years' experience in IT support required.
• Intermediate knowledge of Microsoft Server, 365, Azure, and Networking.
• Excellent communication skills, both verbal and written.

Responsibilities

• Deliver high quality technical support and communicate effectively.
• Manage and resolve support requests while meeting KPIs.
• Update and progress support tickets for client confidence.

Skills

Customer Service

Problem Solving

Communication

Tools

Microsoft Server

Microsoft 365

Azure

Networking

Virtualisation

Firewalls

Cyber Security

Backup Solutions

Antivirus Tools

Remote Monitoring and Management (RMM)

Job description

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 West Bromwich. 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 escalate 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.