3rd Line Service desk Engineer

Job Description:

3rd Line service desk engineer (MSP)

Location:

Borehamwood 4 days per week – 1 day from home

Salary:
Up to 60 k per annum

Certification budget: £3,(Apply online only)/year
Weekly Team lunch:
Enjoy a takeaway every single week
Quarterly socials:
Every 3 months we unwind as a team with various activities and entertainment
Birthday leave:
Full day off on your actual birthday (or nearest weekday!)
Holiday: 22 days
Hardware:
Specify your own equipment—we don't force outdated laptops on technical staff
Training:
Vendor-led training for Ninja One, HaloPSA, CIPP—formal upskilling budget separate from certification allowance

Must have strong managed service provider experience

Be the ultimate escalation point for our service desk—owning the most complex technical incidents across our diverse SME client base. This isn't about clearing a ticket queue. You'll be architecting solutions whilst mentoring other line engineers through diagnostic methodology they haven't encountered before.

Reporting to the Service Desk Manager, you'll define how we approach the technical challenges that determine whether clients renew or leave.

MSP 3.0 reality check:

We're implementing Ninja One RMM to operate as a proactive, automation-first MSP rather than reactive break-fix.

Your role includes configuring Ninja One for maximum effectiveness—building automated remediation workflows, establishing intelligent alerting thresholds that reduce noise whilst catching real issues, and creating monitoring policies that prevent incidents instead of just logging them.

Proactive monitoring, self-healing scripts, predictive maintenance—these aren't buzzwords here. They're how we can continue to continue to evolve our business with ever increasing intelligence and automation, using cutting edge MSP tools.

Technical stack you'll own:

Core MSP platforms:
HaloPSA (PSA), Ninja One RMM (implementing now—you'll drive configuration), CIPP (M365 security automation), Hudu (documentation)
M365 ecosystem:
Full tenant administration, Exchange Online, Intune/Endpoint Manager, Conditional Access, DLP, ATP

Infrastructure: Azure AD/Entra , hybrid on-prem/cloud, firewalls (vendor-agnostic), network routing/switching, VPN architectures
Automation:
We build custom solutions, not just copy/paste from forums. Get your API on!
Non-negotiable requirements:

3+ years proven 3rd line work in MSP environment
M365 administration at expert level—built Conditional Access policies, configured Intune device compliance from scratch, troubleshot hybrid Exchange migrations
Demonstrable diagnostic methodology—articulate how you approach unknown problems systematically
Client-facing communication—explain technical root causes to non-technical directors without condescension or jargon overload
Power Shell competency—read, modify, and write scripts for automation and remediation
Highly valued (will influence salary positioning):

Microsoft certifications (MCSA/MCSE or current role-based equivalents)
Ninja One, Datto RMM, or comparable RMM platform configuration experience
Azure infrastructure deployment and management
Firewall administration (Fortinet, Sonic Wall, Draytek, or similar enterprise platforms)
Experience building automated monitoring/remediation workflows in RMM environments
What differentiates this role:

Our CEO has over 25 years enterprise IT leadership background—technical decisions aren't overruled by non-technical management. When you propose automated remediation workflows or infrastructure changes, the conversation is about efficacy, not whether it fits a pre-approved vendor list.

18-staff MSP, financially stable, zero private equity ownership. We make technical investments based on operational merit, not quarterly EBITDA targets.

Genuine progression:

You're joining as we scale from 18 to 40 staff over 24 months. We are looking for rock stars to take the lead on this exciting journey.

We promote based on technical capability and leadership demonstration, not tenure.

IND/LET