2nd Line Service Desk Engineer

Enable Technology · Borehamwood · Full-time · Optional WFH Fridays

The role

You're the engine room of our service desk: the incidents 1st line can't crack land with you, and most of them should never need to go further. You'll own problems through to root cause, deliver project work alongside reactive support, and help 1st line engineers become better than they were last month. This role is the bridge between keeping clients running today and engineering the desk we're building for tomorrow.

Who we are

We're Enable Technology, a Borehamwood-based MSP of around 20 people, supporting a diverse and growing SME client base across London and the South East. We act as far more than an IT supplier to our clients - for many of them we're their virtual IT director, shaping strategy as well as keeping the lights on.

We're independent, profitable and entirely free of private equity ownership. Technical decisions here are made on operational merit, not quarterly EBITDA targets - and our CEO has over 25 years of enterprise IT leadership behind him, so good technical arguments win.

And the team is the reason people stay. We're a genuinely friendly, supportive and helpful bunch: engineers here back each other up by default, questions are welcomed rather than judged, and nobody gets left to struggle alone on a hard ticket. It's a culture we protect deliberately as we grow - and it's the first thing you'll notice when you walk in.

Where we're heading

We're building an automation-first, AI-enabled MSP - proactive by design, not reactive break-fix. Our platform is HaloPSA for service management, NinjaOne for RMM, CIPP for Microsoft 365 security automation, and Hudu for documentation. Self-healing scripts, intelligent alerting and predictive maintenance aren't buzzwords here; they're how we're evolving the business.

For you, that means your fixes shouldn't stay one-off fixes - when you resolve something twice, we want it documented, and ideally automated, so it never comes back.

What you'll actually be doing

• Owning escalated incidents through to resolution - servers, networks, M365, endpoints - and performing root-cause analysis so issues stay fixed
• Windows Server and infrastructure work: Active Directory, GPO, file services, hybrid Entra ID environments
• Intune and Conditional Access policy work - device compliance, application deployment, security baselines
• Resolving complex NinjaOne monitoring alerts and contributing to smarter alert thresholds and remediation scripts
• Delivering project work: M365 migrations, Intune rollouts, client onboardings, infrastructure upgrades
• Mentoring 1st line engineers - reviewing escalations, coaching diagnostic technique, improving the quality of the whole desk
• Feeding Hudu with runbooks and documentation that make the next engineer faster

Our stack

• Service management: HaloPSA (PSA and ticketing), Hudu (documentation and knowledge base)
• Monitoring and automation: NinjaOne RMM, CIPP for multi-tenant Microsoft 365 security
• Microsoft cloud: Microsoft 365, Exchange Online, SharePoint, Teams, Intune, Entra ID, Conditional Access
• Infrastructure: Windows Server, Active Directory/GPO, hybrid environments, firewalls, routing and VPN
• Also in the mix: macOS and Jamf, Mimecast, hosted telephony

What you'll bring

• 3+ years in commercial IT support, including time in an MSP environment
• Strong Microsoft 365 administration: Exchange Online, Intune, Entra ID, and ideally Conditional Access
• Solid Windows Server and Active Directory experience - comfortable in hybrid on-prem/cloud environments
• Networking beyond fundamentals: routing, VPN configuration, firewall basics
• A structured troubleshooting methodology - you can explain how you approach a problem you've never seen
• Clear, patient communication with non-technical users, and the professionalism clients remember

Bonus points

• PowerShell scripting - reading and modifying scripts now, writing them soon
• Azure infrastructure exposure
• RMM platform experience (NinjaOne, Datto RMM or similar)
• Microsoft role-based certifications (MD-102, MS-102, AZ-104 or similar)
• Experience with macOS/Jamf or firewall administration

Building your IT career

There's no better place to forge an IT career than an MSP. In an internal IT team you learn one environment; here you'll work across dozens of clients, industries and technology stacks, so you compress years of experience into months. Different infrastructures, different problems, different people - it's the fastest way to build genuine range as an engineer, and it's why so many of the best people in IT started at an MSP.

Within Enable, our service desk runs on a clear 1st - 2nd - 3rd line ladder, and we're scaling from around 20 to 40 staff over the next two years - so the roles above you are being created, not waited for. We promote on capability, not tenure.

The expected path from this role is 3rd line - taking ownership of architecture, automation design and the hardest escalations - or a projects specialism if delivery is where you shine. Either way, the step up exists here and is taken on merit.

Pay, benefits and working pattern

• Salary: £35,000 - £42,000 DOE
• Holiday: 22 days, plus a day off for your birthday (or the nearest weekday)
• Working pattern: office-based in Borehamwood, with optional work-from-home Fridays; core hours 09:00-17:30
• Perkbox: employee perks platform, with guaranteed points for your birthday and work anniversary
• Team culture: weekly team takeaway lunch and quarterly socials
• Kit: modern, top-tier hardware and software - the same standard we hold for our clients
• Training: vendor-led training on HaloPSA, NinjaOne and CIPP, plus funded certifications tailored to your development

Why you should apply

Plenty of MSPs will let you close tickets forever. Here, 2nd line is where you develop range: infrastructure, cloud, automation, projects and mentoring, with a genuine route to 3rd line as we scale. If you want your next role to stretch you rather than repeat you - apply.