2nd Line Support Analyst – High Wycombe

2nd Line Support Analyst | Sharp Business Services (SBS) UK

Hybrid (3 days on-site + 2 days off-site/WfH) | Based in High Wycombe, UK | IT Helpdesk

At Sharp Business Systems (SBS) UK, we’re looking for a 2nd Line Support Analyst to join our growing local IT 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.
• Career Growth: Continuous learning opportunities, certifications, and career advancement programmes, offering the chance to work with varied clients and evolving technologies.
• Collaborative Environment: Work with a talented and supportive team of professionals, focused on developing and delivering high-quality technological solutions.
• Impactful Work: Be part of a dynamic international team that makes a difference for their clients, helping them innovate and stay ahead in their respective industries.
• Flexible Work Options: Enjoy a work-life balance with flexible working arrangements.

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