3rd Line Service desk Engineer

Overview

3rd Line Service Desk Engineer (MSP) – Borehamwood, UK. 4 days per week, 1 day from home.

Annual salary up to £60,000.

• Certification budget: £3,000 per year (apply online only)
• Weekly team lunch – a takeaway every week
• Quarterly socials – team activities and entertainment
• Birthday leave – full day off on your birthday or nearest weekday
• Holiday – 22 days + public holidays
• Hardware – choose your own equipment, no forced outdated laptops
• Training – vendor‑led training for Ninja One, HaloPSA, CIPP; formal upskilling budget separate from certification allowance

Own and lead the most complex technical incidents for our diverse SME client base. Act as the ultimate escalation point for the service desk, architecting solutions and mentoring line engineers in advanced diagnostic methodology.

Define technical approaches that influence client retention and upsell decisions, reporting directly to the Service Desk Manager.

Drive the implementation of Ninja One RMM to support a proactive, automation‑first MSP model. Configure Ninja One for maximum effectiveness, build automated remediation workflows, set intelligent alert thresholds to reduce noise and create monitoring policies that prevent incidents before they occur.

Maintain continuous improvement of proactive monitoring, self‑healing scripts and predictive maintenance using cutting‑edge MSP tools.

• MSP platforms:
  HaloPSA (PSA), Ninja One RMM (ongoing implementation, high configuration ownership), 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: custom solutions, API integration, Power Shell scripting for automation and remediation

• 3+ years proven 3rd line experience in an MSP environment
• Expert M365 administration – conditional access policies, Intune device compliance, hybrid Exchange migration troubleshooting
• Demonstrated diagnostic methodology – systematic approach to unknown problems
• Client‑facing communication – explain root causes to non‑technical directors without condescension or jargon overload
• Power Shell competency – read, modify, and write scripts for automation and remediation

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

Our CEO brings over 25 years of enterprise IT leadership. Technical decisions are judged on efficacy, not vendor lists. Your proposals for automated remediation or infrastructure changes will be considered on operational merit.

We are a 18‑staff, financially stable MSP with no private equity ownership, expanding from 18 to 40 staff in 24 months. You’ll lead this growth, with promotion based on technical capability and leadership – not tenure.