Third-line IT Engineer (MSP)

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., * 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.

• 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.

Klyk Acton, UK £45,401 per year - estimated ? Permanent NEWREMOTE

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., 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