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- Tasks: Provide high-level technical support and troubleshoot IT infrastructure issues.
- Company: Join a friendly, supportive team in a dynamic tech environment.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Why this job: Elevate your career in IT while making a real impact on client solutions.
- Qualifications: Experience in 3rd line support or as a 2nd line engineer preferred.
- Other info: Embrace continual change and enhance your skills in a fast-paced setting.
The predicted salary is between 34000 - 51000 ÂŁ per year.
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
Benefits :
- Certification budget: ÂŁ3,000/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- Hardware: Specify your own equipment—we don\’t force outdated laptops on technical staff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 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 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.
#J-18808-Ljbffr
3rd line service desk engineer employer: Interaction Recruitment
Contact Detail:
Interaction Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd line service desk engineer
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend meetups, webinars, or even local tech events. You never know who might have a lead on that perfect 3rd Line Service Desk Engineer role!
✨Tip Number 2
Show off your skills! If you’ve got experience with Windows Server, Virtualisation, or any of the other tech mentioned, make sure to highlight that in conversations. Share examples of how you've solved problems in past roles – it’ll make you stand out!
✨Tip Number 3
Don’t just apply for jobs; engage with the companies you’re interested in. Follow them on social media, comment on their posts, and reach out to current employees. This shows your enthusiasm and can help you get noticed!
✨Tip Number 4
Finally, keep an eye on our website for openings. We’re always looking for talented individuals like you to join our team. Applying directly through us can give you a better chance of landing that dream job!
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 your experience with the specific technologies mentioned in the job description. We want to see how your skills align with what we need, so don’t be shy about showcasing your MSP experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Share your passion for troubleshooting and problem-solving, and let us know how you keep up with the latest tech trends.
Showcase Your Communication Skills: Since you'll be dealing with both technical and non-technical folks, it's crucial to demonstrate your ability to communicate clearly. We love candidates who can break down complex concepts into simple terms, so give us examples of when you've done this!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our friendly team!
How to prepare for a job interview at Interaction Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on all the technologies mentioned in the job description. Familiarise yourself with Windows Server, cloud technologies like Azure and AWS, and networking concepts. Being able to discuss these confidently will show that you're ready for the role.
✨Show Off Your Problem-Solving Skills
Prepare some examples of how you've tackled complex technical issues in the past. Think about specific scenarios where you had to troubleshoot or resolve a problem, especially in an MSP environment. This will demonstrate your aptitude for the role and your ability to think on your feet.
✨Communicate Clearly
Since you'll be dealing with both technical and non-technical individuals, practice explaining complex concepts in simple terms. You might want to role-play with a friend or family member to ensure you can convey your ideas clearly and concisely during the interview.
✨Stay Updated on Industry Trends
Keep yourself informed about the latest technologies and trends in IT support. Mentioning recent developments or tools during your interview can impress the hiring team and show your passion for continuous learning and improvement.
