IT Support Engineer (1st line)

JR United Kingdom; Cardiff; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Sharp IT Services recherche un Analyste de Support de Première Ligne pour rejoindre son équipe d'assistance. Le rôle implique de résoudre des problèmes IT, de maintenir une communication professionnelle avec les clients et de gérer les tickets de support. Avec un environnement de travail hybride, cette opportunité offre un excellent cheminement de carrière avec des avantages tels que des soins de santé privés et une aide à l'étude pour des certifications.

Benefits

Soins de santé privés

Assurance vie

Aide à l'étude pour les certifications

Membres de gym à prix réduit

Qualifications

• Expérience en support IT souhaitable.
• Connaissance de Microsoft Server et Desktop OS.
• Compréhension de Microsoft 365, Azure et réseaux.

Responsibilities

• Premier point de contact pour les clients, résolution des problèmes IT.
• Gestion des tickets de support en communication claire.
• Amélioration continue des connaissances techniques.

Skills

Service client

Communication

Résolution de problèmes

Connaissance IT

Job description

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

Are you friendly, tech-savvy, and passionate about providing exceptional service? Sharp IT Services is on the lookout for a 1st Line Support Analyst to join our growing helpdesk team. If you're keen to build your career in IT and enjoy helping people solve problems, this could be the perfect next step.

What You’ll Be Doing

In this role, you’ll be the first point of contact for our diverse client base, helping to resolve IT issues efficiently and professionally. Your day-to-day will include:

• Taking ownership of support tickets – updating, progressing, and closing them with clear communication throughout.
• Hitting performance targets to keep our service levels high.
• Continuously improving your technical knowledge with on-the-job learning.
• Organising your tasks to stay ahead of client expectations.
• Maintaining professional, clear, and friendly communication at all times.
• Representing Sharp IT Services with professionalism and integrity.

What We’re Looking For

We’re after someone who’s not just technically curious, but also people-focused and motivated to grow. Ideally, you’ll bring:

• A personable, professional, and approachable manner
• A strong focus on delivering excellent client service
• Confident communication skills – both written and verbal
• Some experience with IT support
• Familiarity with Microsoft Server and Desktop OS
• A basic understanding of Microsoft 365, Azure, networking, virtualisation, backups, antivirus, and firewalls
• Awareness of Remote Monitoring and Management (RMM) tools

What’s in It for You

At Sharp, we believe in supporting your development and rewarding your hard work. Here’s what you can expect:

• Private healthcare, life insurance, dental, and critical illness cover
• O2 discounts on your mobile
• Study support for relevant certifications
• Discounted gym membership

This is a fantastic opportunity to develop your IT skills in a professional and supportive environment, with plenty of room to grow.

Ready to make a difference? Apply today and join the Sharp team.