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, 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 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 NinjaOne 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: NinjaOne RMM, CIPP for multi-tenant Microsoft 365 security
* Microsoft cloud: Microsoft 365, Exchange Online, SharePoint, Teams, Intune, Entra ID, 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 ID
* Experience with macOS/Jamf or hosted telephony platforms
* Microsoft fundamentals certifications (MS-900, AZ-900) or working towards them
* Any scripting curiosity - even basic PowerShell
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 2nd line, and we'll build you a training plan to get there: structured exposure to server and infrastructure work, Intune policy management, and our automation tooling.
Pay, benefits and working pattern
* Salary: £29,000 - £34,000 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
If you're good at 1st line, you've probably experienced being treated as a human answering machine. That's not this. You'll work with genuinely modern tooling, learn from engineers above you who actually mentor, and join at the exact point in our growth where good people move up fast. Apply - we'd love to talk
Only candidates based in UK and eligible to work in UK are allowed