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- Tasks: Provide top-notch technical support and manage client requests effectively.
- Company: Join Sharp IT Services, a friendly team dedicated to client satisfaction and professional growth.
- Benefits: Enjoy hybrid working, 26 days leave, life insurance, study support, and gym discounts.
- Why this job: This role offers a chance to develop your IT skills in a supportive environment while making a real impact.
- Qualifications: 2 years of IT support experience and knowledge of Microsoft systems, networking, and cybersecurity required.
- Other info: Opportunity for career development in a dynamic and professional setting.
The predicted salary is between 30000 - 42000 £ per year.
Hybrid working: 3x in the office, 2x from home
Are you personable, technically minded, and ready to take the next step in your IT career? Sharp IT Services is looking for a 2nd Line Support Analyst to join our helpdesk team in West Bromwich. If you enjoy solving problems, providing outstanding client service, and developing your technical skills, we’d love to hear from you.
What You’ll Be Doing
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.
What We’re Looking For
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
What You’ll Get in Return
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
- Study support for relevant professional certifications
- Discounted gym membership
- A clear pathway for career development in a supportive environment
Ready to Apply?
This is a fantastic opportunity to join a professional and friendly team where your skills and ambition will be recognised and nurtured. If you’re ready to make an impact and grow your IT career, apply now and become part of the Sharp IT Services team.
2nd Line Support Analyst employer: Sharp Business Systems France
Contact Detail:
Sharp Business Systems France Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Server, Microsoft 365, and Azure. Having hands-on experience or relevant certifications in these areas can significantly boost your confidence during interviews.
✨Tip Number 2
Prepare to discuss your previous experiences in IT support, particularly how you've handled challenging situations or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Tip Number 3
Showcase your communication skills by practising clear and concise explanations of technical concepts. You might be asked to explain a technical issue to a non-technical client, so being able to convey information simply is key.
✨Tip Number 4
Research Sharp IT Services and their company culture. Understanding their values and mission will help you align your answers with what they are looking for, demonstrating that you are not just a fit for the role but also for the team.
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 your relevant experience in IT support, particularly any roles where you've handled client communication and technical problem-solving. Use keywords from the job description to align your skills with what Sharp IT Services is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT and client service. Mention specific experiences that demonstrate your ability to meet KPIs and manage support tickets effectively. Show enthusiasm for the opportunity to grow your skills within their team.
Showcase Technical Skills: Clearly outline your technical knowledge in areas such as Microsoft Server, Microsoft 365, and networking. Provide examples of how you've used these skills in previous roles to resolve issues and support clients.
Prepare for Potential Questions: Think about common interview questions related to IT support and client service. Be ready to discuss how you handle difficult situations, prioritise tasks, and communicate with clients. This preparation will help you stand out during the interview process.
How to prepare for a job interview at Sharp Business Systems France
✨Showcase Your Technical Skills
Be prepared to discuss your technical knowledge in detail, especially regarding Microsoft Server, Desktop Operating Systems, and Microsoft 365. Highlight any relevant experience you have with virtualisation, networking, and cyber security, as these are key areas for the role.
✨Demonstrate Your Client-Service Mindset
Since the role involves a lot of client interaction, be ready to share examples of how you've provided excellent customer service in the past. Emphasise your ability to communicate clearly and positively, even in challenging situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to resolve a technical issue or manage a support ticket. Think about how you would prioritise tasks and meet KPIs while maintaining client satisfaction.
✨Express Your Desire for Growth
The company values personal development, so make sure to convey your eagerness to learn and grow within the IT field. Discuss any certifications you're interested in pursuing and how you plan to contribute to the team's productivity.
