3rd Line Support Engineer
Location: Frome, SomersetCompany: 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:
1. 3+ years of professional IT experience, ideally in an MSP environment at 2nd level support or higher
2. Excellent customer service and problem-solving skills
3. Strong organisational, time mana...