3rd Line IT Support Engineer

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

Job summary

Ser- is a London-based MSP seeking a highly experienced 3rd Line IT Support Engineer to join the technical team. The role focuses on resolving complex infrastructure issues, supporting client environments and delivering high-quality IT solutions.

You'll act as a senior escalation point for engineering, own complex issues across servers, networking, cloud and security, and mentor junior staff while contributing to infrastructure projects.

Qualifications

• Experience in 3rd line IT support within MSP environments.
• Strong hands-on with Windows Server, AD, DNS, DHCP and GPOs.
• Experience with Hyper-V, VMware, Azure and cloud services.
• Proven ability to lead complex infrastructure projects and mentor juniors.

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.

Skills

Windows Server

Active Directory

DNS

DHCP

GPOs

WDS

Hyper-V

VMware

Azure

Azure AD

Networking

VLANs

TCP/IP

VPNs

Firewalls

Tools

Veeam

Cove

Acronis

Fortinet

Juniper

WatchGuard

Palo Alto

Dell PowerVault

Synology

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

The ideal candidate will have strong hands-on experience across:

• 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.