1st Line Service Desk Engineer

Enable Technology
· Borehamwood
· Full-time
· Optional WFH Fridays
The role
You'll be the first voice our clients hear and the first pair of hands on every incident - which makes you the person who defines what working with Enable feels like. This isn't a call-logging job. We want engineers who fix things at first contact, spot patterns before they become problems, and hand over escalations so well-documented that 2nd line thanks them for it.
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, Ninja One 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 less repetitive firefighting than a typical 1st line role: our tooling handles the noise so you can spend your time on genuine troubleshooting and clients who need a human.
What you'll actually be doing
 
* Owning inbound incidents and requests in HaloPSA - triaging, prioritising and resolving as many as possible at first contact
 
* Day-to-day Microsoft 365 administration: accounts, licences, mailbox permissions, Teams and SharePoint requests
 
* Troubleshooting Windows 10/11 endpoints, printers, and everyday connectivity issues (DNS, DHCP, VPN, Wi-Fi)
 
* Acting on Ninja One monitoring alerts - resolving what you can, deploying updates and patches, and flagging what needs deeper investigation
 
* Keeping Hudu documentation accurate as you work - our knowledge base is only as good as the engineers who feed it
 
* Escalating to 2nd line with full diagnostic context: what you tried, what you ruled out, what you suspect
Our stack
 
* Service management:
HaloPSA (PSA and ticketing), Hudu (documentation and knowledge base)
 
* Monitoring and automation:
Ninja One RMM, CIPP for multi-tenant Microsoft 365 security
 
* Microsoft cloud:
Microsoft 365, Exchange Online, SharePoint, Teams, Intune, Entra , Conditional Access
 
* Also in the mix:
Windows 10/11, macOS and Jamf, Mimecast, hosted telephony
What you'll bring
 
* At least a year in a commercial IT support role - MSP experience preferred, but a strong internal service desk background counts
 
* Working knowledge of Microsoft 365 administration and Windows 10/11 troubleshooting
 
* Networking fundamentals: DNS, DHCP, TCP/IP, VPN
 
* Patience, empathy, and the ability to explain technical things to non-technical people without jargon
 
* Genuine customer service instinct - you build rapport quickly and clients ask for you by name
Bonus points
 
* Exposure to Intune, Autopilot or Entra
 
* Experience with macOS/Jamf or hosted telephony platforms
 
* Microsoft fundamentals certifications (MS-900, AZ-900) or working towards them
 
* Any scripting curiosity - even basic Power Shell
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…