3rd line service desk engineer

Job Title

3rd line service desk engineer (MSP)

Borehamwood – 4 days per week; 1 day from home

Up to £60,000 per annum

• Certification budget: £3,000 per year
• Weekly team lunch:
  Takeaway every week
• Quarterly socials every 3 months
• Birthday leave:
  Full day off on your birthday (or nearest weekday)
• Holiday: 22 days
• Hardware:
  You can specify your own equipment
• Training:
  Vendor‑led training for Ninja One, HaloPSA, CIPP – separate upskilling budget

Be the ultimate escalation point for our service desk—owning the most complex technical incidents across our SME client base. You'll architect solutions while mentoring other line engineers through diagnostic methodology they haven’t encountered. Reporting to the Service Desk Manager, you’ll define approaches to technical challenges that influence client renewal or churn.

Implement Ninja One RMM to operate as a proactive, automation‑first MSP. Configure Ninja One for maximum effectiveness—build automated remediation workflows, establish intelligent alerting thresholds, and create monitoring policies that prevent incidents.

• Core MSP platforms:
  HaloPSA, Ninja One RMM, CIPP, Hudu
• M365 ecosystem: full tenant administration, Exchange Online, Intune/Endpoint Manager, Conditional Access, DLP, ATP
• Infrastructure:
  Azure AD/Entra , hybrid on‑prem/cloud, vendor‑agnostic firewalls, network routing/switching, VPN architectures
• Automation:
  Build custom solutions, write API scripts (Get your API on!)

• 3+ years proven 3rd line work in an MSP environment
• M365 administration at expert level – conditional access policies, Intune device compliance, hybrid Exchange migrations
• Demonstrable diagnostic methodology – articulate systematic approach to unknown problems
• Client‑facing communication – explain technical root causes to non‑technical directors
• Power Shell competency – read, modify, and write scripts for automation and remediation

• Microsoft certifications (MCSA/MCSE or current role‑based equivalents)
• RMM platform configuration experience (Ninja One, Datto RMM, etc.)
• Azure infrastructure deployment and management
• Firewall administration (Fortinet, Sonic Wall, Draytek, or similar)
• Experience building automated monitoring/remediation workflows in RMM environments

Our CEO has 25+ years of enterprise IT leadership. Technical decisions aren’t overruled by non‑technical management; automated remediation workflows or infrastructure changes are considered for efficacy, not vendor pre‑approval.

18‑staff MSP, financially stable, zero private equity ownership.

Joining as we scale from 18 to 40 staff over 24 months. Promotion based on technical capability and leadership, not tenure.

Mid‑Senior level

Full‑time

Information Technology

IT System Training and Support

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