Third-line IT Engineer (MSP) in Acton

About Klyk: At Klyk, we're on a mission to eliminate waste from the business technology ecosystem. As a certified B Corp, we help modern companies adopt a Circular IT model - reducing cost, carbon emissions, and operational complexity across their entire device lifecycle.

We provide:

• IT asset management
• Sustainable hardware procurement
• IT support services
• Cyber security and strategic advisory

Our customers include some of the UK's most impactful and high-growth organisations — including B Lab UK, Wild, THIS, SURI, and Field Energy.

The Role: We're looking for a Third-line Service Desk Engineer to join our growing team. This is a hands-on technical role where you'll handle escalations, resolve complex issues, and ensure customer requests are delivered within agreed SLAs. You'll work across a wide variety of customers and platforms, helping to shape our service delivery as we continue to grow and scale.

What We're Looking For:

• Proven experience in a Third-Line role within a Managed Service Provider (MSP) environment.
• Deep, hands-on expertise in Google Workspace and Microsoft 365 administration, including identity, security, and compliance.
• Strong experience supporting and troubleshooting Windows and macOS at an advanced level.
• Extensive experience with endpoint management and security tooling, including Intune and Jamf.
• Strong understanding of identity and access management, including Azure AD / Entra ID, SSO, MFA, and conditional access.
• Experience working with PSA platforms such as Halo, with an understanding of escalation workflows, and with RMMs to maximise support delivery.
• Excellent communication skills, with the ability to explain complex technical issues to both technical and non-technical stakeholders.
• Highly organised, proactive, and comfortable taking ownership in a fast-paced, high-responsibility environment.

What You'll Do:

• Act as the final escalation point for complex technical incidents and problems, owning root cause analysis through to permanent resolution.
• Lead the resolution of high-impact, business-critical issues, ensuring minimal disruption and clear communication throughout.
• Ensure all work is delivered within agreed SLAs and KPIs, maintaining exceptional service quality and technical standards.
• Provide advanced remote and occasional onsite support across Google Workspace (60%) and Microsoft 365 (40%) environments.
• Provide expert-level support and ownership for Apple, Windows, and mixed-platform environments, including complex configuration and troubleshooting.
• Scripting and automation experience to improve efficiency and enhance Service Desk productivity.
• Experience with AI-driven tools and automation to improve service efficiency, incident resolution, and root cause analysis.
• Lead ITIL-aligned incident, problem, and change management activities, including root cause analysis, change planning, and post-incident reviews.
• Diagnose and resolve complex issues across Windows, macOS, and mobile platforms, including deep OS, identity, and application-level problems.
• Lead expert support for core platforms including advanced configuration and optimisation for Google (Gmail, Drive, Meet, Groups), Microsoft (Outlook, Teams, SharePoint, OneDrive, Azure), and core software products and tools.
• Design, implement, and maintain device management and security policies using Intune and Jamf, including troubleshooting deployment and compliance issues.
• Lead change management including complex and high-risk changes, producing change documentation and ensuring changes are delivered safely across customer environments.
• Act as technical lead on projects, responsible for design, risk identification and successful technical delivery.
• Lead problem management, identifying recurring issues and implementing long-term fixes and preventative improvements.
• Produce and maintain high-quality technical documentation, including architecture diagrams, SOPs, and knowledge base articles.
• Work closely with Service Desk to mentor, upskill, and provide technical guidance, improving overall capability.
• Collaborate with senior stakeholders to improve tooling, automation, standards, and service delivery processes.

Why Join Klyk?

• Purpose-driven work: Make a measurable impact on reducing e-waste and transforming how businesses use technology.
• Build something meaningful: Help create the platform that powers a new generation of sustainable, automated IT services.
• Autonomy and trust: Work directly with founders & leadership to influence decisions as we build.
• Experienced Co-Founder & Leadership team: Experienced Founder Team across IT, cyber, software development & Business scaling.
• Continuous learning: Get exposure to product strategy, operations, sales, cyber, AI, and the realities of building a fast-growing business.
• Values-led culture: As a B Corp, we prioritise flexibility, fairness, environmental impact, and long-term thinking.