At a Glance
- Tasks: Provide top-notch technical support and lead complex incident resolutions.
- Company: Join a pioneering IT solutions provider with over 30 years of experience.
- Benefits: Enjoy competitive salary, bonuses, training, and generous holiday allowance.
- Other info: Dynamic work environment with opportunities for professional growth and development.
- Why this job: Make a real impact by solving complex problems and mentoring junior engineers.
- Qualifications: Experience in 3rd Line Support and strong knowledge of Microsoft technologies required.
The predicted salary is between 42000 - 50000 £ per year.
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 are a pioneering and innovative organisation focusing on “cloud-first” projects, enabling, and enhancing hybrid and modern workplace capabilities for customers; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers.
About the role
Reporting to the Service Desk Manager, the 3rd Line Support Engineer is a senior technical specialist acting as the final escalation point for complex incidents, problems, and major incidents. You will engage directly with customers as a trusted technical authority and own and deliver proactive managed technical services, including regular audits, health checks, and assessments. This is a role for an experienced engineer who can think independently, take ownership, and balance deep technical troubleshooting with structured, proactive service delivery.
We will look for you to demonstrate success by:
- Ensuring escalations are resolved efficiently and correctly, with fewer repeat incidents
- Helping develop junior engineers to become more capable, confident, and effective professionals
- Effectively delivering audits and health checks, ensuring these are valued, repeatable, and impactful
- Ensuring that the technical risks are identified and addressed proactively
Key Responsibilities
- Escalation Support & Technical Leadership
- Act as the primary escalation point for complex and high-impact incidents across managed services
- Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations
- Resolve advanced Incidents, Problems, and non-standard Requests within ConnectWise Manage, working across infrastructure, cloud, and Microsoft platforms
- Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third-party vendors when required
- Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans
- Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness
- Continuously improving service quality, resilience, and security through independent analysis and recommendations
- Managed Technical Services Ownership
- Own and deliver repeatable, high-quality technical managed services, such as:
- Monthly or quarterly technical health checks
- Technical baseline reviews
- M365, Azure, endpoint, and infrastructure audits
- Configuration and best-practice assessments
- Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers
- Identify risks, service gaps, and improvement opportunities before they become incidents
- Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps
- Work closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real-world improvements
- Client Engagement & Technical Authority
- Act as a technical escalation for customers during high-severity incidents or complex investigations
- Attend client meetings where deep technical input or explanation is required (remote or occasional on-site)
- Support Account Managers and Service Delivery Managers during:
- Technical service reviews
- Proposal validation and solution assurance
- Service transition and early-life support (hyper-care)
- Communicate complex technical issues clearly, calmly, and commercially to both technical and non-technical stakeholders
- Technical Mentoring & Knowledge Leadership
- Act as a technical mentor and role model for 1st and 2nd Line Engineers
- Coach engineers on troubleshooting techniques, diagnostic thinking, and “how to think”, not just “what to do”
- Deliver internal lunch & learns, walkthroughs, and technical deep dives on:
- Recurring issues and lessons learned
- New technologies and changes to platforms
- Best-practice operational approaches
- Raise the overall technical maturity and confidence of the service desk
- Documentation, Standards & Process Improvement
- Create, review, and improve:
- Technical procedures and runbooks
- Known error records and troubleshooting guides
- Service and platform documentation
- Ensure documentation remains current as environments and services evolve
- Contribute to the ongoing improvement of service desk tooling, standards, and ways of working
- Represent Managed Services during project handovers and service transition, ensuring operational readiness
Qualification, skills, and experience
- Proven experience operating as a senior or 3rd Line Engineer within a Managed Services environment
- Strong experience with Microsoft technologies, such as:
- Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
- Windows Server and Active Directory
- Azure (core services, identity, networking basics)
- Solid understanding of:
- Endpoint and device management
- Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)
- Security principles and best practices
- Experience working with ITSM tooling (e.g. ConnectWise Manage) and ITIL-aligned processes
- Fluent spoken English with very good writing skills (e.g. writing technical documentation)
About the person
- Professional and calm demeanour
- A positive, ‘can-do’ attitude
- Comfortable taking ownership of complex issues from investigation through to resolution and prevention
- A natural problem-solver who can think independently and critically rather than relying solely on runbooks
- Confident engaging directly with customers and internal stakeholders
- Passionate about innovation and improving services, not just fixing tickets
- Excellent communicator, both verbally and in writing
- Patient, approachable and respectful; ability to support colleagues and help with their professional development as well as build strong professional relationships with colleagues across the business
- Methodical with strong analytical and problem-solving skills
- High sense of urgency and accountability
- Excellent eye for detail
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
3rd Line Support Engineer in London employer: Doherty Associates
Doherty Associates is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Holborn, Central London. With a focus on employee growth and development, the company provides competitive salaries and uncapped earning potential, making it an ideal place for ambitious professionals looking to thrive in the IT managed services sector.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer in London
✨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 Doherty Associates 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 Doherty Associates 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 Doherty Associates!
✨Direct Apply to Doherty Associates
Let's not forget to apply directly through the Doherty Associates 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!
We think you need these skills to ace 3rd Line Support Engineer in London
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 Doherty Associates.
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 Doherty Associates. 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 Doherty Associates
✨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.
