3rd Line Support EngineerLocation: Frome, SomersetCompany: Award-winning and market-leading MSPThe 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 resolutionCollaborate with 1st and 2nd line support teams to troubleshoot and resolve issuesRecord support requests and maintain detailed, accurate notes and time recordsUpdate client documentation and user guidesPerform system upgrades, installations, and configurationsAssist in managing and maintaining client IT infrastructureConduct on-site work as needed, including troubleshooting, infrastructure installation, hardware refresh, and other projectsSkills and Experience Required:3+ years of professional IT experience, ideally in an MSP environment at 2nd level support or higherExcellent customer service and problem-solving skillsStrong organisational, time management, and documentation skillsTechnical 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 ..... full job details .....