2nd Line IT Support Analyst – Sharp IT Services (Client Site – Ipswich)
Location: Client Site – Catholic School in Ipswich
Sharp IT Services is seeking an experienced 2nd Line Support Analyst to join our team at a secondary school in Ipswich. This is an excellent opportunity for an IT professional with strong troubleshooting skills to take ownership of technical issues and support a dynamic educational environment.
About the Role
As a 2nd Line Support Analyst, you will be responsible for diagnosing and resolving more complex IT issues, ensuring minimal disruption to teaching and learning. You will work closely with the Service Delivery Manager and Infrastructure Manager to maintain a high level of service, supporting both staff and students while contributing to the school's overall IT strategy.
Key Responsibilities:
* Investigate and resolve technical issues efficiently, escalating to 3rd line support when necessary.
* Manage and update support tickets, ensuring timely resolutions and clear communication with users.
* Support and maintain school IT infrastructure, including servers, networks, Wi-Fi, and classroom technology.
* Troubleshoot and administer Microsoft 365, Active Directory, Group Policy, and other key systems.
* Deploy, configure, and maintain hardware and software, ensuring optimal performance.
* Work proactively to identify and implement IT improvements to enhance system reliability.
* Prioritise and manage workload effectively to meet the school’s operational needs.
* Provide guidance and mentorship to 1st Line Support staff, helping to develop their technical skills.
* Act as an ambassador for Sharp IT Services, delivering professional and proactive IT support
What We’re Looking For:
* Friendly, personable, and professional approach to client service.
* Strong written and verbal communication skills.
* Strong knowledge and experience with:
* Microsoft Server & Desktop Operating Systems
* Microsoft Cloud Technologies (365 & Azure)
* Virtualisation, Networking, Firewalls, and Cyber Security
* Basic knowledge of backup and anti-virus solutions.
Why Join Sharp IT Services?
* Opportunity to grow within a leading Managed IT Services provider.
* Supportive team environment with continuous learning and career development.
* Hands-on experience working directly with clients on-site.
This role is ideal for an experienced IT professional who thrives in a school environment, enjoys problem-solving, and is passionate about delivering high-quality IT support in education.
Apply now to join Sharp IT Services and be part of our mission to deliver top-tier IT solutions