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For Companies At a Glance
- Tasks: Provide 2nd Line Support to clients, resolving issues and queries professionally.
- Company: Join Sharp IT Services, a dynamic company based in Peterborough.
- Benefits: Enjoy a supportive work environment with opportunities for growth.
- Why this job: Be part of a friendly team that values excellent customer service and communication.
- Qualifications: Must have knowledge of Microsoft O365, networking, and strong communication skills.
- Other info: Apply quickly with your CV to seize this exciting opportunity!
The predicted salary is between 28800 - 43200 £ per year.
2nd Line Support Analyst
Are you the right applicant for this opportunity Find out by reading through the role overview below.
Based in Stockport, UK | Sharp IT Services UK
Are you ready to take your IT support career to the next level in a collaborative, client-focused environment?
At Sharp IT Services UK (SITUK), we’re looking for a 2nd Line Support Analyst to join our growing Helpdesk team. You\’ll play a key role in delivering exceptional service to our diverse client base — owning and progressing support tickets, solving issues with precision, and building trusted relationships with our clients.
What You’ll Do
* Take ownership of client issues and ensure timely resolution through to completion.
* Troubleshoot escalated technical problems across Microsoft 365, Windows Servers, Azure, and networking environments.
* Maintain strong communication with clients to build confidence in our support services.
* Prioritise and organise your workload effectively to meet SLA and KPI targets.
* Be an ambassador for Sharp IT Services and contribute to a high-performing, client-centric culture.
What You’ll Bring
* 18+ months\’ experience in IT support (preferably 2nd line).
* Working knowledge of Microsoft Server and Desktop OS, M365, and Azure.
* Familiarity with networking, firewalls, virtualisation, and cyber security concepts.
* Backup and antivirus experience is a plus.
* Friendly, professional, and proactive communication skills — both written and verbal.
* A team mindset and a genuine interest in growing your technical skills.
* Why Join Us?
* Flexible hybrid working
* Supportive team culture focused on development
* The chance to work with varied clients and evolving technologies
* A reputable brand with a growing digital services division
2nd Line Support Analyst employer: Sharp
Contact Detail:
Sharp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Analyst
✨Tip Number 1
Familiarise yourself with Microsoft O365 and its common issues. Being able to discuss specific problems you've solved or features you've utilised can really impress during the interview.
✨Tip Number 2
Brush up on your networking knowledge, especially regarding firewalls and antivirus software. Be prepared to explain how you've handled network-related issues in the past.
✨Tip Number 3
Practice your communication skills by explaining technical concepts to a non-technical friend. This will help you articulate your thoughts clearly during the interview.
✨Tip Number 4
Showcase your customer service experience. Think of examples where you've gone above and beyond to help someone, as this role heavily relies on providing excellent support.
We think you need these skills to ace 2nd Line Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. Emphasise your knowledge of Microsoft O365, networking, firewalls, and antivirus software.
Craft a Strong Cover Letter: Write a cover letter that showcases your friendly and professional attitude. Mention specific examples of how you've provided excellent customer service in previous roles.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly conveys your thoughts. Use simple language to demonstrate your ability to communicate with both technical and non-technical audiences.
Highlight Problem-Solving Experience: Include examples in your application where you successfully resolved issues or queries for clients. This will show your ability to own and progress tickets effectively, which is key for the 2nd Line Support Analyst role.
How to prepare for a job interview at Sharp
✨Showcase Your Technical Knowledge
Make sure to brush up on your knowledge of Microsoft O365, networking, firewalls, and antivirus software. Be prepared to discuss specific scenarios where you've used these skills in previous roles.
✨Demonstrate Excellent Communication Skills
Since the role requires interaction with both technical and non-technical audiences, practice explaining complex concepts in simple terms. This will show that you can communicate effectively with all types of clients.
✨Exhibit a Professional Attitude
During the interview, maintain a friendly and positive demeanor. This reflects the professional attitude they are looking for and shows that you can handle customer interactions well.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific support scenarios. Think of examples from your past experience where you successfully resolved issues and how you kept clients informed throughout the process.
