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- Tasks: Provide high-level technical support for escalated client issues in a friendly team.
- Company: ICOR International, Inc. is a supportive IT service provider based in Borehamwood.
- Benefits: Enjoy a full-time role with opportunities for growth and skill development.
- Why this job: Join a dynamic team and tackle exciting tech challenges while enhancing your career.
- Qualifications: Bachelor's in Computer Science or equivalent experience; MSP experience preferred.
- Other info: Ideal for those ready to step up from 2nd line support.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Job Title
3rd line service desk engineer (MSP)
Location
Borehamwood – 4 days per week; 1 day from home
Salary
Up to ÂŁ60,000 per annum
Benefits
- Certification budget: ÂŁ3,000 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 2Ă—.
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3rd line service desk engineer employer: ICOR International, Inc.
Contact Detail:
ICOR International, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd line service desk engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server, Azure, and networking systems. Having hands-on experience or relevant projects to discuss can really set you apart during the interview.
✨Tip Number 2
Brush up on your problem-solving skills by practising common troubleshooting scenarios that a 3rd Line Service Desk Engineer might face. Being able to demonstrate your thought process and solutions during the interview will showcase your expertise.
✨Tip Number 3
Prepare to discuss your previous experiences in customer service and how you've handled difficult situations. This role requires excellent communication skills, so having examples ready will help you convey your ability to connect with both technical and non-technical audiences.
✨Tip Number 4
Network with current or former employees of ICOR International, Inc. to gain insights into the company culture and expectations. This can provide you with valuable information to tailor your approach and show your genuine interest in the role.
We think you need these skills to ace 3rd line service desk engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. Focus on your knowledge of Windows Server, cloud technologies, and any MSP experience you have.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your problem-solving abilities. Mention specific technologies you are familiar with and how they relate to the role.
Highlight Certifications: If you have any relevant IT certifications like MCSA, MCSE, or CCNP, be sure to mention them prominently in your application. This can set you apart from other candidates.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've effectively communicated technical information to non-technical audiences.
How to prepare for a job interview at ICOR International, Inc.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows Server, Virtualisation, and Networking. Highlight specific projects or challenges you've faced and how you resolved them, as this will demonstrate your hands-on expertise.
✨Communicate Clearly
Since the role involves interacting with both technical and non-technical audiences, practice explaining complex concepts in simple terms. This will show that you can bridge the gap between different stakeholders effectively.
✨Demonstrate Problem-Solving Abilities
Prepare examples of past incidents where you successfully troubleshot and resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your analytical skills.
✨Research the Company
Familiarise yourself with ICOR International, Inc. and their services. Understanding their client base and the technologies they use will help you tailor your answers and show genuine interest in the role.
