1st Line Support Engineer

Job Description

About Doherty Associates

Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms, including some of the UK’s top ten law firms.

We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.

About the role​

As the 1st Line Support Engineer you will be the first point of contact for user technical queries and manage these via phone, email, webchat.

Working as a team

We pride ourselves on delivering first-class customer service, which drives our exceptionally high customer retention rates. This success stems from our collaborative approach. Our service desk operates as a close-knit team, embracing the ‘better together’ initiative. All our engineers work together in our modern London office, Monday to Friday. This setup not only supports the development of our junior engineers, but allows the team to collaborate on troubleshooting more effectively.

Your future and development

This role offers exposure to the full IT landscape, not just a subset of the technology, and will suit a professional who enjoys working in a fast-paced technical environment, learning new technologies, as well as sharing knowledge, and mentoring junior staff, to help us grow and develop the new generation of skilled engineers.

You will be supported with industry training and development plans, to enable you to progress to more senior roles within the business.

As a Gold Microsoft Partner, we offer generous incentive plans to our engineers to stay abreast of industry developments by obtaining relevant Microsoft accreditations.

Main responsibilities

• Act as a first point of customer contact; Promptly answer incoming calls, create tickets and/or route calls through to other engineers as required
• Manage your ticket queue. Accurately log and efficiently progress tickets within the ticket platform (ConnectWise)
• Ensure detailed, consistent, and clear communication with the customers via tickets, emails, and phone at all times
• Resolve tickets within your technical ability; collaborate with the wider team (e.g. 2nd and 3rd Line Engineers) to find solutions
• Follow the existing procedures; act as a champion of the process documentation, amend and create new guides where applicable
• Complete timesheets requirements (promptly and accurately)
• Support training and onboarding of new engineers
• Travel to the customer sites (as and when required) to deliver face-to-face user/site support
• Stay abreast of new and emerging technologies. Progress your personal development by completing relevant Microsoft accreditations (sponsored by DA)

Qualification, experience, and skills

• One of the Microsoft qualifications (or working toward): MD 101, MS-100, MS-101
• Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting various clients
• Experience of working within the ITIL framework
• Hands-on experience of working with Office 365 and ideally E3, E5, EMS/Azure, IaaS
• Good troubleshooting experience of Microsoft Desktop Operating System
• Excellent spoken and written English (ability to write clear and detailed tickets, and effectively communicate with users over the phone as well as in person)​

About the person

• Professional demeanour
• High level of empathy with excellent communication skills (both verbal and written)
• Sense of urgency and accountability
• Problem solver
• Proactive
• Self-motivated and positive
• Team player. Supportive of a ‘better together’ culture, able to promote and foster a collaborative working environment
• Keen to learn and share knowledge Adaptable. Able to respond to a fast-changing technical environment

​What we offer in return

• Basic salary plus performance bonus
• 34 days of annual leave (incl. 8 UK bank holidays and a day off on your birthday)
• We are passionate about our success being driven by ‘better together’ and offer discretionary subsidised home-to-office travel costs (capped)
• Enhanced family-friendly benefit schemes including company sick pay
• Private medical insurance and Employee Assistance Programme
• Income protection and life insurance
• Company Pension scheme

Job Types: Full-time, Permanent

Pay: £27,000.00-£30,000.00 per year

Benefits:

• Company events

Schedule:

• Monday to Friday

Work Location: In person