2nd Line Support Engineer

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.