2nd Line Support Analyst

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.

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

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
• O2 mobile discounts
• Study support for relevant professional certifications
• Discounted gym membership
• A clear pathway for career development in a supportive environment