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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 model, and opportunities for professional growth.
- Why this job: Step up your career in a fast-paced role with cutting-edge technologies.
- Qualifications: Experience in 3rd line support and knowledge of various IT systems required.
- Other info: Ideal for problem-solvers who thrive in a collaborative atmosphere.
The predicted salary is between 34000 - 51000 £ 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
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Hardware: Specify your own equipment we don\’t force outdated laptops on technical staff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
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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 like a pro! Reach out to your connections in the IT world, especially those who work in MSP environments. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your technical know-how during interviews. Bring up specific examples of how you've tackled complex issues in the past, especially with technologies like Azure or VMware.
✨Tip Number 3
Prepare for the unexpected! Be ready for technical assessments or problem-solving scenarios during interviews. Brush up on your troubleshooting skills and think through how you'd approach real-world issues that clients might face.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining our team. It shows initiative and gives us a better sense of who you are beyond just your CV.
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're looking for, 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 express your passion for IT and customer service. We love seeing candidates who can communicate technical info clearly, so show us how you can bridge the gap between tech and non-tech folks.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky issues in the past. We’re all about troubleshooting here at StudySmarter, so let us know how you’ve made a difference in previous roles!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensures you get all the latest updates from us. Plus, it shows you’re keen on joining our 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 ability to handle the challenges of a 3rd Line Service Desk Engineer.
✨Communicate Clearly
Since you'll be dealing with both technical and non-technical clients, 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
Show your passion for technology by discussing recent developments in IT that interest you. Whether it's new virtualisation technologies or updates in cloud services, being knowledgeable about current trends will impress your interviewers and show that you're proactive about your professional growth.
