Job Description: 3rd Line service desk engineer (MSP)Location: Borehamwood 4 days per week 1 day from homeSalary: Up to 60 k per annumCertification budget: £3,(Apply online only)/yearWeekly Team lunch: Enjoy a takeaway every single weekQuarterly socials: Every 3 months we unwind as a team with various activities and entertainmentBirthday leave: Full day off on your actual birthday (or nearest weekday!)Holiday: 22 daysHardware: Specify your own equipment we don''t force outdated laptops on technical staffTraining: Vendor-led training for NinjaOne, HaloPSA, CIPP formal upskilling budget separate from certification allowanceMust have strong managed service provider experienceBe 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 polici