3rd Line Helpdesk Engineer in London

Run our helpdesk. Own the relationships. Build something that lasts.

Impact It Global Ltd | Home-based (UK, South East preferred) with occasional London travel

Salary: £38,000 - £45,000 per annum (progression tied to performance milestones)

Type: Full-time, permanent (PAYE)

Holiday: 30 days + your birthday off

Hours: 8:30 - 18:00, Monday to Friday

You’ll own the helpdesk. Not just work on it. We’re a London-based technology consultancy that serves regulated firms and growing businesses. Our clients trust us to keep their technology running, their data protected, and their teams productive. That trust is built on one thing: the quality of the people who pick up the phone when something goes wrong.

We’re looking for a 3rd Line Helpdesk Engineer who wants to own a function, not just fill a seat. You’ll be the primary point of contact for approximately 35 clients and 300 endpoints. You’ll self-dispatch from an AI-triaged queue, manage your own diary, communicate directly with clients, and resolve tickets from L1 through L3. No one will be standing over your shoulder telling you what to do next. But you will have a clear structure, defined KPIs, and a Service Delivery Manager who provides support and overflow when you need it.

This isn’t a chaotic startup where the goalposts move every week. It’s a structured environment where quality, reliability, and clear communication are what matter most.

What you’ll actually be doing

You’ll run the helpdesk day-to-day. Tickets arrive in the queue already triaged and routed by our AI bot, but the human ownership of the queue (what to work on, when, and in what order) sits with you. That means scheduling your own workload in ConnectWise, resolving tickets (approximately 20 per day, mostly at L2 level), and keeping clients informed throughout. When a user can’t print, when a mailbox is full, when a server needs attention, you’re the person who fixes it and closes the loop.

Beyond ticket resolution, you’ll build and maintain SOPs and technical documentation so that the knowledge doesn’t live only in your head. You’ll communicate directly with clients, setting expectations and providing updates without being asked. And you’ll work alongside our Account Manager and Service Delivery Manager to make sure clients feel looked after at every touchpoint.

If you’re someone who takes pride in doing things properly, documenting as you go, and leaving systems better than you found them, you’ll fit here.

What we need from you

Non-negotiables:

• You’ll need to be comfortable working across the following from day one:

• Microsoft 365 administration including Azure/Entra ID, Exchange Online, SharePoint, Teams, Intune, Conditional Access, and Microsoft Defender.
• Windows Server and Hyper-V virtualisation, plus NAS solutions (Synology and similar).
• Networking fundamentals: firewalls, VPNs, switches, DNS records, and DHCP.
• Backup, archiving, and disaster recovery tooling, including Barracuda services (Archiving, Email Gateway Defense, Cloud to Cloud backups).
• Working knowledge across Apple, Google, and Linux environments.

You’ll also need experience with ConnectWise (or comparable PSA), RMM tooling (e.g. NinjaRMM, ScreenConnect), and documentation platforms.

Beyond the technical, we need someone who communicates clearly and promptly, in writing as well as verbally. Strong email and ticket-update communication is just as important as being able to talk to a client on the phone. If you’re the kind of person who updates the ticket before anyone has to chase you, and who calls the client back when you said you would, we’ll get along well.

Experience:

3+ years working at L3 level within a Managed IT Service Provider. You should have handled your own ticket queue before and be comfortable self-managing your workload without supervision.

What we’re not looking for

We should be upfront about this: if you prefer to wait for tickets to be assigned to you, if you find documentation tedious, or if client communication feels like a chore rather than a core part of the job, this isn’t the right role. We’ve learned the hard way what happens when someone technically capable doesn’t communicate well or manage their own time. We’d rather find the right person than rush to fill the seat.

What’s in it for you

• £38,000 - £45,000 depending on experience, with salary progression tied to performance milestones at 6 and 12 months.
• 30 days holiday + your birthday off. That’s well above statutory, and we mean it.
• Home-based with all necessary equipment provided. We expect 1-3 trips to London per month for client site visits and device setups, with travel expenses reimbursed. We’re open to candidates anywhere in the UK, but the South East works best for same-day device shipping logistics.
• A clear career path. As our client base grows, this role is expected to evolve into a Helpdesk Lead position with team management responsibilities. We’re building something, and the right person will grow with us.
• A structured, supportive environment. You’ll report to our Service Delivery Manager, who is technical, experienced, and available. You won’t be left to figure things out alone, but you will be trusted to run your function.
• Quarterly performance reviews so you always know where you stand and what good looks like.

About Impact It

We’ve been supporting regulated firms and growing businesses across London since 2014. We’re not a faceless MSP churning through break-fix tickets. We’re a consultancy that partners with our clients to turn technology from a cost into a strategic asset. Our team is small, close-knit, and values doing things properly over doing things quickly. We believe great IT support is built on clear communication, thorough documentation, and people who care.