Third-line IT Engineer (MSP)
19 hours ago
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.