3rd Line Support Analyst

Sharp Business Systems France; Birmingham; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A leading IT solutions provider in Birmingham is looking for a skilled 2nd Line Engineer ready to transition into 3rd Line support. This role offers the opportunity to enhance technical expertise while being supported by a dedicated infrastructure team. Responsibilities include managing escalated incidents, contributing to infrastructure projects, and ensuring high client satisfaction. Ideal candidates have over 5 years in IT support, strong troubleshooting skills, and a desire for career advancement in a supportive team environment.

Qualifications

• 5+ years’ experience in IT support or infrastructure environments.
• Current or working towards relevant certifications.
• Experience working within ITIL environments.

Responsibilities

• Handle 3rd Line incidents and escalations, owning issues through to resolution.
• Support infrastructure and cloud projects, collaborating with internal teams.
• Represent the company professionally, driving client satisfaction.

Skills

Troubleshooting skills

Customer-focused approach

Confidence in explaining technical concepts

Education

IT certifications (CompTIA, Cisco, VMware, Microsoft)

Tools

Microsoft Cloud technologies (M365 & Azure)

Backup solutions

Email filtering (e.g. Mimecast)

Job description

(Ideal for experienced 2nd Line Engineers ready to step up)

Ready to take the next step in your IT career?

If you’re a strong 2nd Line Engineer who’s hungry to move into 3rd Line support and project work , this is an opportunity to develop deeper technical expertise while being supported by an experienced infrastructure team.

Reporting directly to the Infrastructure Manager , you’ll play a key role in providing advanced support, solving complex technical issues, and contributing to projects that genuinely make a difference to our clients. We’ll support your growth into a rounded 3rd Line Engineer while giving you the exposure and trust to operate at the next level.

What you’ll be doing

• Handling 3rd Line incidents and escalations , owning issues through to resolution and communicating clearly with clients
• Taking ownership of tickets at any stage, identifying root cause, and sharing knowledge with the wider team
• Supporting infrastructure and cloud projects , working alongside internal teams and external vendors
• Using your technical insight to contribute to process improvements, trend analysis, and better ticket flow
• Representing Sharp professionally at all times, helping to drive client satisfaction, retention, and growth

What we’re looking for

This role is ideal if you’re already a confident 2nd Line Engineer and starting to operate at a more advanced level.

You’ll bring:

• A friendly, professional, and customer‑focused approach
• Strong troubleshooting skills with a structured, logical mindset
• Confidence explaining technical concepts to non‑technical users
• Experience working within ITIL environments
• A genuine drive to develop your technical skills and progress into 3rd Line

Technical experience in:

• Microsoft Server & Desktop Operating Systems
• Microsoft Cloud technologies (M365 & Azure)
• Backup solutions, Anti‑Virus & Endpoint Security
• Email filtering (e.g. Mimecast) and security access control
• Supporting projects and collaborating with vendors

Additional requirements:

• 5+ years’ experience in IT support or infrastructure environments
• Current or working towards certifications (CompTIA, Cisco, VMware, Microsoft)
• A clear progression pathway into 3rd Line and advanced infrastructure work
• Hybrid working to support work‑life balance
• Strong focus on learning, mentoring, and career development
• Supportive team culture where knowledge sharing is encouraged
• The opportunity to work on meaningful technical challenges and projects

If you’re ready to move beyond pure 2nd Line support and want a role that will genuinely help you grow into a 3rd Line Engineer , we’d love to hear from you.

📩 Apply now and take the next step in your IT career with Sharp.