3rd Line Support Engineer

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: 3rd Line Support EngineerA well-established and growing Managed Service Provider is looking to expand their Service Department. They're seeking a skilled 3rd Line Engineer to join their team, supporting clients across England and Wales with advanced IT and telecoms solutions.The Role: You'll be the final point of escalation for complex technical issues. You'll work closely with 2nd Line engineers, deliver exceptional support to clients, and help maintain and improve service levels across the business.Key Responsibilities:Provide 3rd Line technical support, handling escalations from 2nd Line.Diagnose, troubleshoot, and resolve complex IT issues.Maintain excellent communication and customer service at all times.Adhere to service management, security, and quality standards.Keep support tickets updated with detailed notes and time logs.Maintain and update client documentation.Requirements (Essential):5+ years experience at 3rd Line level.Recent experience within a Managed Service Provider (MSP) environment.Strong experience with Windows desktop & server operating systems.Solid knowledge of Microsoft 365 / Office 365.Networking experience, including VLANs and routing.Excellent verbal and written communication skills.Self-motivated, assertive, and able to work independently.Full and valid UK driving licence.Desirable:Industry certifications such as Microsoft, Network+, CCNA.Experience with security standards (e.g., Cyber Essentials).Knowledge of on-premise telephony, especially Mitel.Project installation experience.Experience with technologies commonly used by MSPs (Sophos, Gamma, Datto, etc.).Training & Development: You'll receive structured training and certification support, including Microsoft and vendor-specific accreditations fully funded to support your career progression.Why This Role?Be part of a growing MSP with a strong client base.Work on emerging IT and telecoms technologies.Ongoing professional development and career progression opportunities.Supportive, collaborative team environment.We are an equal opportunities employer and welcome applications from all qualified candidates. Set2Recruit are acting as an employment agency in relation to this vacancy. Please note, all applicants must hold a valid UK passport. #J-18808-Ljbffr
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Location:
Pontyclun, Wales, United Kingdom
Job Type:
FullTime

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