3rd Line IT Support Engineer

SER Limited; Greater London; Hybrid; GBP 33,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

22–25 days leave (Bank Holidays)

Staff awards

Social events funded

Referral bonuses

Training opportunities

Job summary

SER Limited in London is seeking a seasoned 3rd Line IT Support Engineer to join its fast-paced MSP family. You will own complex technical issues across servers, virtualization, networking, cloud and security, acting as a senior escalation point for the engineering team.

You’ll mentor junior engineers, contribute to infrastructure projects, client-facing work and ensure high-quality IT solutions for a diverse client base from the London base.

Qualifications

• Experience as a 3rd Line IT Support Engineer or Senior Infrastructure Engineer.
• Strong knowledge across servers, virtualization, networking, cloud and security.
• Experience delivering infrastructure projects and working with clients.

Responsibilities

• Provide 3rd line support and expert troubleshooting across server environments, virtualization, networking, cloud and security.
• Act as a senior escalation point for complex technical issues.
• Manage and deliver infrastructure projects, including server migrations, virtualization deployments, Azure solutions and network upgrades.
• Work directly with clients to understand technical requirements and provide appropriate solutions.
• Support and mentor junior engineers, sharing technical knowledge and best practice.
• Design and implement security solutions, including firewalls, endpoint protection and cloud security.

Skills

Senior IT experience

Client-facing communication

Mentoring junior engineers

Tools

Windows Server

Hyper-V

VMware

Azure

Veeam

Cove

Acronis

Fortinet

Juniper

WatchGuard

Palo Alto

Microsoft Defender

Sophos

Job description

3rd Line IT Support Engineer

Location: London

Salary: Up to £55,000

We’re working with a fast-paced Managed Service Provider supporting a wide range of businesses from its London base. Due to continued growth, they are looking for an experienced 3rd Line IT Support Engineer to join their technical team.

This is a senior technical position focused on resolving complex infrastructure issues, supporting client environments and delivering high-quality IT solutions.

The Role

As a 3rd Line IT Support Engineer, you’ll act as a senior escalation point for the engineering team, taking ownership of complex technical issues across infrastructure, servers, networking, cloud and security.

You’ll also have the opportunity to get involved in infrastructure projects, client-facing technical work and mentoring more junior engineers.

Key Responsibilities

• Provide 3rd line support and expert troubleshooting across server environments, virtualisation, networking, cloud and security.
• Act as a senior escalation point for complex technical issues.
• Manage and deliver infrastructure projects, including server migrations, virtualisation deployments, Azure solutions and network upgrades.
• Work directly with clients to understand technical requirements and provide appropriate solutions.
• Support and mentor junior engineers, sharing technical knowledge and best practice.
• Design and implement security solutions, including firewalls, endpoint protection and cloud security.
• Maintain accurate technical documentation covering system configurations, solutions and troubleshooting.
• Provide clients with technical recommendations and performance reports.

Technical Experience

• Windows Server, Active Directory, DNS, DHCP, GPOs and WDS.
• Hyper-V and VMware virtualisation.
• Microsoft Azure, including Azure AD, Virtual Machines and Storage.
• Backup and disaster recovery solutions such as Veeam, Cove and Acronis.
• Networking, including VLANs, subnetting, TCP/IP, LAGs and VPNs.
• Firewalls including Fortinet, Juniper, WatchGuard and/or Palo Alto.
• Storage solutions such as Dell PowerVault and Synology.
• Endpoint protection platforms including Microsoft Defender and Sophos.
• Delivering infrastructure projects, including server migrations, cloud deployments and network upgrades.

Package & Benefits

• Salary up to £55,000
• 40-hour working week, Monday–Friday, between 9am–6pm UK time.
• Flexible hybrid working, including work-from-home Fridays and additional remote working days.
• 22 days’ annual leave plus Bank Holidays, increasing up to 25 days with tenure.
• Quarterly and annual staff awards.
• Funded social events.
• Employee referral bonuses.
• Ongoing professional development and training opportunities.

The Ideal Candidate

You’ll be an experienced 3rd Line IT Support Engineer or Senior Infrastructure Engineer with strong technical knowledge and the ability to take ownership of complex issues.

You’ll be comfortable working directly with clients, managing infrastructure projects and acting as a technical escalation point within an MSP environment.

If you’re looking for a senior technical role where you can work across a broad range of technologies while continuing to develop your career, this could be an excellent opportunity.