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!
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