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# 2nd Line Support Analyst

- **Company:** Sharp
- **Location:** West Bromwich, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Backup Devices, Cyber Security, Microsoft Servers, Virtualization Technology, Firewalls (Computer Science)
- **Published:** May 22, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=4284a3ca989867f1

## About the Role

Do you have experience in Virtualization?, 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

## Description

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.


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