3rd Line Engineer

Join to apply for the 3rd Line Engineer | Borehamwood role at Global Immigration Partners What You'll Actually Be Doing 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. Compensation & Development Base: £48,000-56,000 DOE (Microsoft depth and certifications influence positioning) Certification budget: £3,000/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 Working Pattern Office‑based Monday‑Thursday in Borehamwood Work from home Fridays Core hours: 09:00‑17:30 Why You Should Apply You're tired of MSPs treating 3rd line as "better ticket processor" instead of technical authority. You want input on automation strategy and RMM configuration, not just executing runbooks others wrote. You've earned the right to architect solutions, not just implement predetermined fixes. If you're reading this thinking "finally, an MSP that understands what 3rd line actually means" – apply. LNKD1_UKTJ Seniority level: Mid‑Senior level Employment type: Full-time Job function: Information Technology Industry: IT System Training and Support Location: Borehamwood, England, United Kingdom Referrals increase your chances of interviewing at Global Immigration Partners by 2x #J-18808-Ljbffr