3rd Line Service desk Engineer

Interaction Recruitment; England; Hybrid; GBP 51,000 - 60,000; Full time

Job summary

A leading IT service provider in Borehamwood seeks a 3rd Line Service Desk Engineer to manage complex technical incidents and drive automation solutions. The role requires strong MSP experience, M365 administration expertise, and effective communication skills. This position offers a salary up to £60k, certification budget, and opportunities for genuine career progression. Join a growing team with a focus on technical merit over tenure.

Benefits

Certification budget

Weekly team lunch

Quarterly socials

Birthday leave

22 days holiday

Specify own hardware

Qualifications

• 3+ years proven experience in a 3rd line role within an MSP environment.
• Experience troubleshooting hybrid Exchange migrations and configuring Intune.
• Ability to explain technical concepts to non-technical stakeholders.

Responsibilities

• Own complex technical incidents and architect solutions for SME clients.
• Define the approach to technical challenges affecting client retention.
• Configure and optimize NinjaOne for maximum operational efficiency.

Skills

Managed Service Provider experience

Client-facing communication

PowerShell competency

Expert M365 administration

Diagnostic methodology

Tools

NinjaOne RMM

HaloPSA

Azure Infrastructure

Job description

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Hardware: Specify your own equipment we don't force outdated laptops on technical staff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 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 as a proactive, automation-first MSP rather than reactive break-fix. Your role includes configuring NinjaOne 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), NinjaOne 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 ID, 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
• PowerShell 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)
• NinjaOne, Datto RMM, or comparable RMM platform configuration experience
• Azure infrastructure deployment and management
• Firewall administration (Fortinet, SonicWall, 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