1st Line Support Engineer

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

Reporting to the Service Desk Manager, the 1st Line Support Engineer is responsible for providing support to DA's customers, mainly via phone, email, webchat, and other remote connection software to endpoints and servers.

This is an office based role (you will work from our London based office in Holborn, Monday to Friday). As part of our global service desk team, you will collaborate with our support team in Kuala Lumpur. From time to time, you may also work directly at the customer's offices (London based). As such, you will need to demonstrate a good level of empathy and excellent customer service skills, to ensure DA can maintain delivery of first-class support service.

This role offers exposure to the full IT landscape, not just a subset of the technology. As such, this role will suit a technical professional, who enjoys working in a fast-paced, dynamic environment, learning about the latest technologies, and impressing with their knowledge to clients and peers.

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

• High level of empathy with excellent communication skills (both verbal and written).
• Sense of urgency and accountability.
• Reliable with high level of resilience.
• 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).
• Enhanced family-friendly benefit schemes including company sick pay.
• Sponsored training and development, and a technical exams incentive scheme.
• Private medical insurance and Employee Assistance Programme.