IT Support Engineer (1st line)

Sharp UK; West Bromwich; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

Sharp UK is seeking a 1st Line Support Analyst in West Bromwich to join their helpdesk team. This role offers a hybrid working environment and focuses on providing exceptional client service while developing your IT skills. With a supportive team and opportunities for growth, this position could be your next big career step.

Benefits

26 days holiday plus bank holidays

Private healthcare and life insurance

Discounts on O2 mobile

Study support for certifications

Discounted gym membership

Qualifications

• Experience with IT support or related fields.
• Familiarity with Microsoft Server and Desktop OS.
• Basic understanding of Microsoft 365, Azure, networking, and remote monitoring tools.

Responsibilities

• First point of contact for client IT issues.
• Handle support tickets with clear communication.
• Meet performance targets for service levels.

Skills

Client service

Communication

Technical knowledge

Problem solving

Job description

1st Line Support Analyst in West Bromwich required

Location: West Bromwich, B71 4LT

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:

• 26 days holiday, plus bank holidays
• 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.