Job Description
2nd Line IT Support Engineer – West Brom (Hybrid)
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.