2nd Line Support Analyst

Sharp; West of England; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

26 days annual leave

Life insurance

Dental cover

O2 discounts

Training support for certs

Gym membership

Employee assistance programme

Hybrid working

Career progression

Collaborative team culture

Job summary

Sharp UK is seeking a 2nd Line Support Analyst to join our Service Desk. Based in Bristol or High Wycombe with hybrid work (3 days in office, 2 from home), you’ll escalate, diagnose, and resolve complex technical issues across infrastructure, cloud, and end-user environments.

You’ll contribute to knowledge sharing, support continuous improvements, and build strong relationships with customers while pursuing certifications and career growth.

Qualifications

• At least 2 years' experience in IT support, service desk, or managed services.
• Strong troubleshooting and problem-solving skills.
• Excellent communication to explain technical concepts clearly.
• Experience supporting Microsoft technologies in a business environment.

Responsibilities

• Act as escalation point for technical issues and deliver outstanding support.
• Diagnose and resolve issues across infrastructure, cloud, networking, and end-user environments.
• Own tickets from initial investigation to resolution.
• Communicate professionally with customers and meet SLAs.

Skills

Troubleshooting

Customer service

Communication

Technical support

Problem solving

Tools

Microsoft 365

Azure

Windows OS

Virtualisation

RMM tools

Job description

2nd Line Support Analyst

Location: Bristol or High Wycombe
Hybrid Working: 3 days in the office, 2 days from home

Take Your IT Career to the Next Level

Are you a technically capable IT support professional who enjoys solving complex problems and delivering exceptional customer service?

At Sharp UK, we're looking for a talented 2nd Line Support Analyst to join our growing Service Desk team. This is an opportunity to work with a broad range of technologies, support a diverse client base, and continue developing your skills within a business that genuinely invests in its people.

Whether you're looking to broaden your technical expertise, work towards industry certifications, or progress into senior technical roles, we'll provide the support and opportunities to help you get there.

What You'll Be Doing

As a key member of our Helpdesk team, you'll act as an escalation point for technical issues and play a vital role in delivering an outstanding support experience to our customers.

Your responsibilities will include:

• Diagnosing and resolving a wide range of technical issues across infrastructure, cloud, networking, and end-user environments.
• Taking ownership of support tickets from initial investigation through to successful resolution.
• Keeping customers informed with clear, timely, and professional communication throughout the support process.
• Meeting and exceeding service level agreements (SLAs) and performance targets.
• Escalating complex issues where appropriate while maintaining ownership and oversight.
• Collaborating with colleagues across the wider technical teams to deliver effective solutions.
• Supporting continuous improvement initiatives and contributing to knowledge sharing within the team.
• Building trusted relationships with customers through exceptional service and technical expertise.

What We're Looking For

We're seeking someone who combines strong technical capability with a genuine passion for customer service.

Essential Skills & Experience

• At least 2 years' experience within an IT Support, Service Desk or Managed Services environment.
• Excellent troubleshooting and problem-solving skills.
• Strong communication skills, with the ability to explain technical concepts clearly.
• Experience supporting Microsoft technologies in a business environment.

Technical Knowledge

You'll have experience or working knowledge of:

• Microsoft Windows Server and Desktop Operating Systems
• Microsoft 365
• Microsoft Azure
• Virtualisation technologies
• Networking fundamentals
• Firewalls and Cyber Security principles
• Backup and Disaster Recovery solutions
• Endpoint security and antivirus platforms
• Remote Monitoring & Management (RMM) tools

Why Join Sharp UK?

At Sharp, we recognise that great people are the key to great service. That's why we offer a supportive environment where you can develop professionally while enjoying a fantastic benefits package.

Benefits Include:

• 26 days annual leave plus bank holidays
• Life insurance, dental and critical illness cover
• O2 employee discounts
• Funded training and study support for industry certifications
• Discounted gym membership
• Employee assistance programme
• Hybrid working model
• Clear progression and development opportunities
• Supportive and collaborative team culture

What Makes This Role Different?

This isn't just another support desk role.

You'll be joining a business that's investing heavily in technology, people, and customer experience. You'll gain exposure to modern cloud and infrastructure environments, work alongside experienced technical professionals, and have genuine opportunities to grow your career.

If you're ambitious, customer-focused, and excited by technology, we'd love to hear from you.

Join Sharp UK and become part of a team that values expertise, collaboration, and continuous development.