2nd / 3rd Line Support Engineer

3rd Line Support Engineer

Location: Frome, Somerset
Company: Award-winning and market-leading MSP

The Role: Join our clients dynamic Service Desk team! You'll handle incidents and changes reported via phone, chat, or email, and manage escalations from our 2nd line team. Collaborate with the Service Manager to improve client services and provide technical expertise across the business, from project planning to security and maintenance. We prioritise client satisfaction and efficiency.

Key Responsibilities:

• Deliver excellent customer experience through friendly, helpful technical issue resolution
• Collaborate with 1st and 2nd line support teams to troubleshoot and resolve issues
• Record support requests and maintain detailed, accurate notes and time records
• Update client documentation and user guides
• Perform system upgrades, installations, and configurations
• Assist in managing and maintaining client IT infrastructure
• Conduct on-site work as needed, including troubleshooting, infrastructure installation, hardware refresh, and other projects

Skills and Experience Required:

• 3+ years of professional IT experience, ideally in an MSP environment at 2nd level support or higher
• Excellent customer service and problem-solving skills
• Strong organisational, time management, and documentation skills

Technical Skills Required for 3rd Line IT Support Engineer :

• Windows Server (Active Directory, DHCP, DNS, File Services, Group Policy management, RDS, IIS, SQL, server hardware troubleshooting) - versions 2012/2016/2019/2022
• Microsoft 365 and Azure administration (InTune & Endpoint management, PowerShell skills)
• Networking diagnosis (ADSL, VOIP, VLAN, VPN, switch management)
• Firewall/UTM management experience
• Mac/Linux troubleshooting experience
• Virtualisation platforms experience
• Backup and DR experience
• Cyber Security awareness and remediation skills (desirable)
• Experience with ITIL or SDI frameworks (desirable)

Qualifications (Preferable, Not Essential):

• CompTIA-A+, N+
• Microsoft Associate Level (Infrastructure or Cloud technologies)

Job Types: Full-time, Permanent
Pay: 35,000.00-45,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Gym membership
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay
• Work from home

Schedule:

• 8-hour shift
• Day shift
• Monday to Friday

Experience for the 3rd Line Support Engineer :

• IT Support: 3 years (required)

Work Location: In person, able to commute to Frome

Ready to join our team? Apply now and take the next step in your IT career!