IT Support Engineer (1st line)

JR United Kingdom; Norwich; Hybrid; GBP 20,000 - 28,000; Full time

Job summary

A leading company in the IT sector is seeking a 1st Line Support Analyst to enhance its helpdesk team. This role offers the chance to advance your career while providing exceptional service, with a hybrid work model and various employee benefits including private healthcare and study support. Join us at Sharp IT Services and make a meaningful impact!

Benefits

Private healthcare

Life insurance

Dental cover

Critical illness cover

O2 discounts on mobile

Study support for certifications

Discounted gym membership

Qualifications

• Experience with IT support is preferred.
• Possess strong written and verbal communication skills.
• Technical curiosity and a people-focused approach.

Responsibilities

• Be the primary point of contact for IT support issues.
• Manage support tickets with effective communication.
• Achieve performance targets to maintain service levels.

Skills

Client service

Communication

Technical problem solving

Professionalism

Tools

Microsoft Server

Microsoft Desktop OS

Microsoft 365

Azure

Networking

Virtualisation

Backups

Antivirus

Firewalls

RMM tools

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.