3rd Line IT Support Engineer

SER Limited; Redruth; On-site; GBP 45,000 - 50,000; Full time

Job summary

SER Limited in Cornwall is seeking an experienced Tier 3 IT Engineer who will combine hands-on technical skill with leadership and project ownership, serving as a key escalation point.

You will solve complex technical challenges, work closely with customers, and influence the development of the MSP's operations while driving strategic initiatives.

From mentoring junior engineers to shaping technical procedures and documentation, you will help raise our team’s capability and delivery quality.

Qualifications

• Senior Tier 3 / 3rd line engineering experience in MSP environments.
• Strong troubleshooting across complex IT environments.
• Proven ability to lead technical projects from planning to delivery.
• Excellent communication with customers at a senior technical level.
• Experience mentoring junior engineers.
• Proactive approach to improving technical processes.
• Strong documentation and knowledge sharing.
• Hands-on with emerging technologies.

Responsibilities

• Take ownership of complex and technically demanding projects from initial planning through to successful delivery.
• Work closely with senior leadership on strategic technical projects and initiatives.
• Act as the senior technical point of contact for key customers.
• Lead technical reviews and help shape customer technology roadmaps and future infrastructure strategies.
• Handle complex technical escalations requiring a high level of expertise and troubleshooting ability.
• Mentor and develop Tier 1 and Tier 2 engineers, helping them build their technical capabilities.
• Contribute to the development of technical procedures, processes and systems across the business.
• Create and maintain high-quality technical documentation to ensure knowledge is effectively shared across the team.
• Evaluate and introduce new technologies, systems and solutions where they can add value to the business or customers.
• Work across a varied technology stack and customer base, providing exposure to different environments and technical challenges.
• Support the wider engineering team when required, including occasional onsite customer support.

Skills

Tier 3 / 3rd Line

Senior IT engineering

Troubleshooting

MSP environment

Mentoring

Documentation

Customer communication

Technical leadership

Job description

Tier 3 IT Engineer

Location: Redruth, Cornwall
Salary: £45,000 £50,000
Working Arrangement: Primarily office-based, with occasional customer site visits

About the Role

We are looking for an experienced Tier 3 IT Engineer who is ready to take the next step in their career, combining hands‑on technical expertise with technical leadership and project ownership.

This is an excellent opportunity for a senior engineer who enjoys solving complex technical challenges, working closely with customers and having a genuine influence over the development of an MSP's technical operations.

You will become a key technical escalation point within the business, while also taking ownership of complex projects and helping to develop the engineers around you.

Key Responsibilities

• Take ownership of complex and technically demanding projects from initial planning through to successful delivery.


• Work closely with senior leadership on strategic technical projects and initiatives.


• Act as the senior technical point of contact for key customers.


• Lead technical reviews and help shape customer technology roadmaps and future infrastructure strategies.


• Handle complex technical escalations requiring a high level of expertise and troubleshooting ability.


• Mentor and develop Tier 1 and Tier 2 engineers, helping them build their technical capabilities.


• Contribute to the development of technical procedures, processes and systems across the business.


• Create and maintain high-quality technical documentation to ensure knowledge is effectively shared across the team.


• Evaluate and introduce new technologies, systems and solutions where they can add value to the business or customers.


• Work across a varied technology stack and customer base, providing exposure to different environments and technical challenges.


• Support the wider engineering team when required, including occasional onsite customer support.

About You

We are looking for someone who has already established themselves at a senior technical level and is now looking for an opportunity to take on greater responsibility and leadership.

You will ideally have:

• Strong experience working within an MSP or similar managed IT environment.


• Proven Tier 3 / 3rd Line or Senior IT Engineering experience.


• Strong troubleshooting and problem-solving skills across complex IT environments.


• Experience leading technical projects from planning through to delivery.


• The confidence to communicate with customers at a senior technical level.


• Experience mentoring or supporting junior and mid-level engineers.


• A proactive approach to improving technical processes and ways of working.


• Strong documentation and communication skills.


• A genuine interest in keeping up with emerging technologies and developing your technical skill set.


• The ability to work effectively both independently and as part of a close‑knit technical team.

What You'll Get

• £45,000 £50,000 salary, depending on experience.


• A genuine opportunity to progress into technical leadership.


• Significant influence over technical processes, systems and future technology adoption.


• Exposure to strategic customer projects and senior-level decision making.


• Support for relevant certifications, courses and professional development.


• A varied technical environment with a broad customer base.


• A collaborative, close‑knit working environment.


• The opportunity to mentor and develop less experienced engineers.

The Opportunity

This isn't a role focused on ticket volume.

Your primary responsibility will be acting as the senior technical escalation point and project lead, while helping shape the technical direction of the wider team.

If you're an experienced Tier 3 Engineer who wants to remain hands‑on while taking a genuine step into technical leadership, this could be an excellent next move.