2nd Line Support Analyst

Sharp Business Systems France; Stockport; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading IT service provider is hiring a 2nd Line Support Analyst in Stockport. This role involves delivering high-quality technical support and maintaining effective communication with clients. Candidates should have at least 2 years of IT support experience and an understanding of Microsoft systems and network security. Benefits include 26 days of annual leave, life insurance, and opportunities for professional growth. Join a friendly team where your skills and ambitions are valued.

Benefits

26 days annual leave plus bank holidays

Life insurance, dental, and critical illness cover

Study support for certifications

Discounted gym membership

Career development pathway

Qualifications

• At least 2 years of experience in IT support.
• Intermediate knowledge of Microsoft Server and Desktop Operating Systems.
• Basic understanding of backup solutions and antivirus tools.

Responsibilities

• Deliver high quality technical support and maintain strong communication with clients.
• Own and progress support tickets to give clients confidence.
• Meet Key Performance Indicators (KPIs) for service delivery.

Skills

Client-service mindset

Technical support skills

Strong communication skills

Problem-solving capabilities

Approachable attitude

Tools

Microsoft Server

Microsoft 365

Azure

Virtualisation tools

Networking tools

Firewalls

Cyber Security tools

Job description

2nd Line Support Analyst in Stockport required

Location:Stockport office - SK6 2QB

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 a2nd Line Support Analystto join our helpdesk team in Stockport. 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 elevate 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.