SER Limited
Senior IT Support Engineer
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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.
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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.
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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.
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