Senior Tier 3 IT Engineer — Lead Projects & Mentorship

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

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.