Job Title
3rd line service desk engineer (MSP)
Location
Borehamwood – 4 days per week; 1 day from home
Salary
Up to £60,000 per annum
Benefits
* 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 NinjaOne, HaloPSA, CIPP – separate upskilling budget
Core Responsibilities
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.
MSP 3.0 Reality Check
Implement NinjaOne RMM to operate as a proactive, automation‑first MSP. Configure NinjaOne for maximum effectiveness—build automated remediation workflows, establish intelligent alerting thresholds, and create monitoring policies that prevent incidents.
Technical Stack
* Core MSP platforms: HaloPSA, NinjaOne RMM, CIPP, Hudu
* M365 ecosystem: full tenant administration, Exchange Online, Intune/Endpoint Manager, Conditional Access, DLP, ATP
* Infrastructure: Azure AD/Entra ID, hybrid on‑prem/cloud, vendor‑agnostic firewalls, network routing/switching, VPN architectures
* Automation: Build custom solutions, write API scripts (Get your API on!)
Non‑negotiable Requirements
* 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
* PowerShell competency – read, modify, and write scripts for automation and remediation
Highly Valued (will influence salary)
* Microsoft certifications (MCSA/MCSE or current role‑based equivalents)
* RMM platform configuration experience (NinjaOne, Datto RMM, etc.)
* Azure infrastructure deployment and management
* Firewall administration (Fortinet, SonicWall, Draytek, or similar)
* Experience building automated monitoring/remediation workflows in RMM environments
What Differentiates This Role
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.
Genuine Progression
Joining as we scale from 18 to 40 staff over 24 months. Promotion based on technical capability and leadership, not tenure.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
IT System Training and Support
Recruitment Notes
Referrals increase your chances of interviewing by 2×.
#J-18808-Ljbffr