SER Limited
3rd Line IT Support Engineer
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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, 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.
- Maintain accurate technical documentation covering system configurations, solutions, and troubleshooting.
- Provide clients with technical recommendations and performance reports.
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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 virtualization.
- 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.
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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.
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