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: £3,000/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Hardware: Specify your own equipment—we don't force outdated laptops on technical staff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 NinjaOne, 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 NinjaOne RMM to operate a...