2nd Line Service Desk Engineer in Borehamwood
enable Technology Borehamwood About the role
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 Halo PSA 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 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 Ninja One 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: Halo PSA (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, Share Point, Teams, Intune, Entra ID, Conditional Access
- Infrastructure: Windows Server, Active Directory/GPO, hybrid environments, firewalls, routing and VPN
- Also in the mix: mac OS 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
- Power Shell scripting - reading and modifying scripts now, writing them soon
- Azure infrastructure exposure
- RMM platform experience (Ninja One, Datto RMM or similar)
- Microsoft role-based certifications (MD-102, MS-102, AZ-104 or similar)
- Experience with mac OS/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
- 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 Halo PSA, Ninja One 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
Your tasks
Resolve complex IT issues and mentor 1st line engineers while delivering exciting projects.
Your profile
3+ years in IT support, strong Microsoft 365 and Windows Server experience.
What's also included
Competitive salary, flexible work options, training opportunities, and fun team culture.
Tech stack & ways of working
2nd Line Service Desk Engineer in Borehamwood employer: enable Technology
At Enable Technology, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture that fosters growth and development. Our team is dedicated to mentoring one another, ensuring that every engineer has the opportunity to enhance their skills while working with cutting-edge technology in a dynamic environment. With a clear career progression path and a commitment to employee well-being, including optional work-from-home Fridays and a range of perks, we are the ideal place for those looking to build a meaningful IT career.
View enable Technology profile
Your perspectives
Grow your IT skills across diverse clients and technologies with a clear path to advancement.
StudySmarter Expert Advice
Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what enable Technology values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
Show Off Your Skills
Create a personal project or case study relevant to the challenges enable Technology might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at enable Technology!
Direct Apply to enable Technology
Let's not forget to apply directly through the enable Technology website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
Some tips for your application 🫡
Showcase Your Problem-Solving Skills
In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at enable Technology.
Highlight Relevant Certifications
Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter
Your cover letter is your chance to connect personally with us at enable Technology. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise
We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at enable Technology
Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
Locations
- Borehamwood
