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About KlykAt Klyk, were 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.Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.We provide:IT asset managementSustainable hardware procurementIT support servicesCyber security and strategic advisoryOur customers include some of the UKs most impactful and high-growth organisations including B Lab UK, Wild, THIS, SURI, and Field Energy. The RoleWere looking for a Third-line Service Desk Engineer to join our growing team. This is a hands-on technical role where youll handle escalations, resolve complex issues, and ensure customer requests are delivered within agreed SLAs. Youll work across a wide variety of customers and platforms, helping to shape our service delivery as we continue to grow and scale. What Were 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 Youll 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 workMake a measurable impact on reducing e-waste and transforming how businesses use technology. Build something meaningfulHelp create the platform that powers a new generation of sustainable, automated IT services. Autonomy and trustWork directly with founders & leadership to influence decisions as we build Experienced Co-Founder & Leadership teamExperienced Founder Team across IT, cyber, software development & Business scaling Continuous learningGet exposure to product strategy, operations, sales, cyber, AI, and the realities of building a fast-growing business. xjdpvnf Values-led cultureAs a B Corp, we prioritise flexibility, fairness, environmental impact, and long-term thinking.