2nd Line Support Engineer

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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

Reporting to the Service Desk Manager (based in the UK), the 2nd Line Support Engineer will be responsible for providing support to DA’s customers for the more complex and challenging tickets. You will be involved in various ITIL processes including problem, change, knowledge, and configuration management. From time to time, you may be required to support DA customers on-site (London-based). 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. This role is office-based, working in our Holborn office Monday to Friday.

Responsibilities

• Deliver outstanding customer service through all types of communication, including answering incoming calls, creating tickets, routing calls, and ensuring accurate, consistent, and clear communication via tickets, emails, and over the phone.
• Ensure detailed notes and time entries within each ticket.
• Resolve and manage incident and problem tickets.
• Collaborate with the wider team (e.g., 3rd Line Engineers and other specialists) to find solutions to more challenging technical problems.
• Be the escalation point for the 1st line engineers and provide guidance and coaching to help resolve tickets.
• Keep abreast of the latest technologies by completing the relevant Microsoft certifications.
• Follow the existing procedures and act as a champion of documentation on the service desk, amend and create new guides where applicable.
• Review procedures created by 1st Line Engineers.
• Complete time and expense 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).

Qualifications, Experience & Skills

• Microsoft certification (or working toward): MS-102, AZ-104, SC-300.
• Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting multiple clients.
• Networking knowledge (protocols, configurations, VLANs, VPNs, firewalls).
• Experience of working within the ITIL framework.
• Hands-on experience working with cloud technologies such as Office 365 Enterprise (E3, E5, EMS)/Azure IaaS.
• Experience with core Microsoft services: Exchange, SharePoint, Teams, Active Directory, Entra AD, Intune, Autopilot.
• Advanced troubleshooting experience of Microsoft Server and Desktop Operating Systems.
• Experience working within Hyper-V and/or VMware environments.
• Experience with enterprise backup and recovery solutions.
• Experience of security best practices.
• Excellent spoken and written English, clear communication and detailed ticket writing ability.
• High sense of urgency and accountability.
• Strong customer service skills.
• Professional with a high level of empathy and excellent communication skills.
• Problem solver who is proactive and self-motivated.
• Positive attitude, able to lead by example and help instil positive behaviours.
• Team player fostering an inclusive and collaborative working environment.
• Keenness to learn and share knowledge.
• Adaptable and able to respond to a fast-changing technical environment.

What We Offer

• Basic salary plus performance bonus.
• Subsidised home-to-office travel costs (capped).
• 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.
• Income protection and life insurance.
• Company pension scheme.