1st Line Support Engineer

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 five Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited. We’re a pioneering and innovative organisation; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers. And it’s through this success that we are now looking to evolve our global managed services function with additional roles in our service desk across London (Holborn) and Kuala Lumpur.

About The Role

Reporting to the Service Desk Team Lead, the 1st Line Support Engineer is responsible for providing remote support to DA’s customers, mainly via phone, email, webchat and remote connection software to endpoints and servers. You will work on the service desk, but from time to time you will be expected to travel and work directly with end users from the customer sites. As such, you will be expected to demonstrate a good level of empathy and excellent customer service skills, to be able to provide first-class service to our clients. 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 technical environment, learning about the latest technologies and ways to resolve technical problems, and impressing with their knowledge to clients and peers.

Responsibilities

• Act as a first point of customer contact, responding promptly to phone, webchat, and support portal tickets from customers
• Accurately log and efficiently progress tickets within ConnectWise Manage platform
• Manage, investigate and resolve or escalate tickets as required
• Deliver an outstanding customer service through all types of communication
• As part of a wider team, answer incoming calls from customers and create tickets, or route calls through to other engineers as required
• Ensure accurate, consistent, and clear communication via tickets, emails and over the phone
• Ensure detailed notes and time entries within each ticket
• Resolve tickets within your technical ability and collaborate with the wider team (2nd and 3rd Line Engineers and other specialists) to find solutions
• Be the escalation point for Request Engineers. Provide guidance and coaching to help resolve tickets
• Follow the existing procedures and act as a champion of documentation on the desk, amend and create new guides where applicable
• Accurately complete daily timesheets and expenses reporting requirements
• Support training and onboarding of junior and new engineers in the DA office
• Promote an inclusive, collaborative, and respectful working environment (lead by example)

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, effectively communicate with users over the phone and/or in person)
• Advantageous will be to have experience of core Microsoft services, such as Exchange, SharePoint & Teams, Active Directory, Azure AD, Microsoft SCCM or Intune, Microsoft Office

About The Person

• Professional
• High level of empathy with excellent communication skills (both verbal and written)
• Sense of urgency and accountability
• Problem solver
• Proactive
• Self‑motivated and positive – able to lead by example and instil positive behaviours
• Team player – able to develop and foster an inclusive and 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 bonus
• Sponsored development supported by industry training and certifications
• Incentives for passing Microsoft certifications
• Company pension scheme
• Employee Assistance Programme (wellbeing, physical, financial)
• Private medical insurance
• Income protection insurance
• 33 days holidays (including 8 days of bank holidays)
• Day off on your birthday
• Company sick pay
• And more!