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For Companies At a Glance
- Tasks: Support clients by resolving IT issues and managing support tickets.
- Company: Join Sharp, an award-winning IT Managed Service Provider with a passionate team.
- Benefits: Enjoy hybrid working, career progression, and technical training opportunities.
- Why this job: Be part of a supportive culture where your growth and input truly matter.
- Qualifications: 18 months' experience in IT support, knowledge of Microsoft systems, and great communication skills.
- Other info: This is a full-time, permanent role based in West Brom.
The predicted salary is between 30000 - 42000 £ per year.
Join the Sharp IT Services Team – Where People and Tech Come Together. At Sharp, we’re not just an award-winning IT Managed Service Provider – we’re a team of passionate problem-solvers delivering brilliant service to our clients across the UK. We’re now looking for a 2nd Line Support Engineer to join our team in West Brom and play a key role in supporting our growing client base.
Location: West Brom (with hybrid working available)
Type: Full-time, Permanent
Team: Sharp IT Services
About the Role
You’ll be part of a high-performing service desk, delivering top-tier support to a varied portfolio of clients. You’ll be responsible for progressing and resolving support tickets, maintaining excellent communication with clients, and ensuring service excellence that drives retention and growth. You’ll be a key part of our mission to deliver outstanding technical support while also developing your skills in a supportive, collaborative environment.
What You’ll Be Doing
- Owning, updating, and progressing support tickets – giving clients confidence in the service you deliver
- Meeting agreed Key Performance Indicators (KPIs) to maintain a consistently high standard of support
- Actively contributing to your own learning and supporting the wider team’s technical development
- Prioritising and managing your workload to meet client expectations and SLAs
- Communicating professionally and positively with colleagues and clients
- Using your advanced technical knowledge to help resolve complex IT issues and ensure client satisfaction
What We’re Looking For
- At least 18 months' experience in a 2nd Line or similar IT support role
- Strong working knowledge of Microsoft Server and Desktop operating systems
- Hands-on experience with Microsoft 365 and Azure
- A passion for delivering brilliant client service
- Great written and verbal communication skills
- A friendly, professional, and proactive attitude
- A genuine interest in growing your IT skills in a fast-paced MSP environment
Why Join Sharp?
- A supportive, people-first culture
- Opportunities for career progression and technical training
- A hybrid working model that supports flexibility
- The chance to work with a close-knit, collaborative IT team
- A role where your input and development genuinely matter
Apply now to become part of Sharp’s journey – and take your IT career to the next level.
2nd Line Support Engineer employer: Sharp UK
Contact Detail:
Sharp UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Server, Desktop operating systems, Microsoft 365, and Azure. Having hands-on experience or even personal projects using these tools can give you a significant edge during discussions.
✨Tip Number 2
Prepare to demonstrate your problem-solving skills by thinking of examples from your previous roles where you successfully resolved complex IT issues. Being able to articulate these experiences will show your capability to handle the responsibilities of a 2nd Line Support Engineer.
✨Tip Number 3
Research Sharp IT Services and their client base to understand their values and the type of service they provide. Tailoring your conversation to reflect their mission and how you can contribute will make you stand out as a candidate who is genuinely interested in the role.
✨Tip Number 4
Practice your communication skills, both verbal and written, as these are crucial for maintaining excellent client relationships. Consider role-playing scenarios where you explain technical issues to non-technical clients to showcase your ability to communicate effectively.
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 2nd Line IT support. Emphasise your knowledge of Microsoft Server, Desktop operating systems, and any hands-on experience with Microsoft 365 and Azure.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering excellent client service. Mention specific examples of how you've resolved complex IT issues in the past and how you can contribute to Sharp's mission.
Highlight Communication Skills: Since the role requires excellent communication, ensure you demonstrate your written and verbal skills in your application. Use clear and professional language throughout your CV and cover letter.
Show Enthusiasm for Learning: Express your genuine interest in growing your IT skills. Mention any relevant training or certifications you have pursued and your eagerness to develop further in a fast-paced MSP environment.
How to prepare for a job interview at Sharp UK
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft Server, Desktop operating systems, Microsoft 365, and Azure. Highlight specific examples of how you've resolved complex IT issues in previous roles.
✨Demonstrate Your Client Communication Skills
Since the role involves maintaining excellent communication with clients, practice articulating your thoughts clearly and professionally. Consider preparing examples of how you've successfully managed client expectations in the past.
✨Understand the Company Culture
Research Sharp IT Services and their people-first culture. Be ready to discuss how your values align with theirs and how you can contribute to a supportive and collaborative environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to walk through how you would handle specific support scenarios, demonstrating your proactive attitude and ability to prioritise tasks effectively.
