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- Tasks: Provide on-site IT support and resolve technical issues for clients in London.
- Company: Doherty Associates, a leading IT support firm with 30 years of experience.
- Benefits: Competitive salary, 34 days annual leave, private medical insurance, and training incentives.
- Other info: Great opportunities for professional growth and a supportive work environment.
- Why this job: Join a dynamic team and make a real difference in client IT experiences.
- Qualifications: Microsoft accreditation and experience in customer-facing IT support required.
The predicted salary is between 35000 - 45000 ÂŁ per year.
About Doherty Associates
Doherty Associates (DA) has successfully delivered IT support and consultancy services for the past 30 years to a world‑renowned international client base. Our focus is on the professional and financial services sector, including leading private equity, venture capital and top UK law firms. We have four Microsoft Solution Partner designations, a Tier 1 Microsoft CSP relationship, and are ISO27001 & ISO9001 accredited. Our clients rely on us to bring specialist expertise across cloud solutions, hybrid working, modern workplace, data and BI, cyber security, governance and compliance, and networking. We have built a reputation as a company that cares about our customers, keeps our promises and delivers quality.
About The Role
We are growing our field support team and now looking for an experienced customer‑facing IT support professional who thrives and genuinely enjoys direct interaction with users. You will be mainly based in our Holborn office, working as part of the service desk team, and act as the Field Engineer visiting our London‑based customer sites, as and when needed, to help resolve IT issues that cannot be resolved remotely. While technical skills are important to be able to resolve technical problems, to be successful in this role you will need to demonstrate strong customer‑facing skills, such as active listening, empathy, resilience, patience, problem‑solving and a positive attitude.
Responsibilities
- Prepare for site visits; ensure you have a clear and communicated plan for each visit.
- Conduct onsite audits and assessments.
- Provide technical support to users onsite within scope; escalate out‑of‑scope cases to the line manager for assessment.
- Maintain active communication throughout site visits with the main point of contact.
- Create site visit reports highlighting work completed and any identified actions for the next visit.
Technical Delivery
- Configuration and support of a range of technology, including but not limited to:
- Support of Windows, M365.
- Deployment of endpoints through Intune AutoPilot and SCCM.
- Support and troubleshooting of Active Directory and domain services.
- Exchange Online and Mimecast.
- Hardware support of network, desktops, laptops, mobiles, printers and peripheral devices.
- Software support across the line of business applications, M365, and SAAS platforms.
Processes
- Efficiently progress tickets within the ITSM platform in the delivery of incident resolution, problem management, and request tickets.
- Capture and maintain configuration items in the ITSM, SharePoint environments, and RMM tools.
- Record all time spent and capture detailed ticket notes in the ITSM platform.
- Follow existing and create new detailed procedure documentation when required; peer review procedures created by other members of the team.
- Keep documentation up to date when any changes are made to services.
- Complete time and expense reporting requirements.
Team Collaboration
- Engage with the customer's IT teams in delivering IT‑managed services.
- Collaborate with the wider team members to drive service desk tickets through to resolution.
- Lead by example; promote a supportive and respectful working environment, maintain excellent communication and outstanding customer service skills, both over the phone and in person.
Qualification, Experience, and Skills
- At least one of the following Microsoft accreditations: MS-102, MD-102, MS-700, AZ-104, AZ-140 or AZ-700.
- Previous experience delivering IT support to senior VIPs and administrators in person (working at the customer site and comfortable with travelling to multiple sites during the week).
- Excellent knowledge of Windows deployment and support.
- Hands‑on experience with Intune and SCCM.
- Experience with M365, Azure and mobile device management.
- Knowledge of network troubleshooting, firewalls, Wi‑Fi and mobile devices.
- Fluent in English.
About The Person
- Professional demeanour.
- Confident and calm.
- Resilient; able to recover quickly from setbacks (e.g., difficult customer interactions) and remain effective when working in high‑expectation environments.
- Reliable; very good organisation, planning skills, and excellent timekeeping.
- High sense of accountability.
- High level of empathy; patience with ability to listen to understand and support.
- Team player who understands the criticality of team collaboration.
- Adaptable and curious; comfortable with continuous change, new technologies and keen to share knowledge with colleagues.
What We Offer In Return
- Basic salary plus performance bonus.
- 34 days of annual leave (including 8 UK bank holidays and a day off on your birthday).
- Incentives for achieving Microsoft accreditations.
- Enhanced family‑friendly benefit schemes including company sick pay.
- Sponsored training and development and, where applicable to the role, a technical exams incentive scheme.
- Private medical insurance and Employee Assistance Programme.
- Income protection and life insurance.
- Company pension scheme.
Field Engineer employer: Doherty Associates
Contact Detail:
Doherty Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Field Engineer
✨Tip Number 1
Get to know the company before your interview! Research Doherty Associates, their values, and the services they provide. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer-facing skills! Since this role is all about interacting with users, think of scenarios where you can demonstrate your active listening and problem-solving abilities. Role-playing with a friend can really help!
✨Tip Number 3
Prepare some questions for your interviewers. Ask about their approach to IT support or how they handle challenging customer interactions. This shows you're engaged and ready to contribute to their team culture.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start.
We think you need these skills to ace Field Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Field Engineer role. Highlight your relevant experience, especially in customer-facing IT support and any Microsoft accreditations you hold. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for IT support and your ability to connect with users. Share specific examples of how you've resolved issues in the past and how you embody the qualities we value, like empathy and resilience.
Showcase Your Technical Skills: Don’t forget to highlight your technical skills in your application. Mention your experience with Windows, M365, Intune, and SCCM. We’re keen to see how you can contribute to our team with your tech know-how!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're serious about joining our team!
How to prepare for a job interview at Doherty Associates
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Windows deployment, M365, and Intune. Be ready to discuss specific scenarios where you've successfully resolved IT issues, as this will show your hands-on experience.
✨Show Off Your Customer Skills
Since this role is all about customer interaction, prepare examples that highlight your active listening, empathy, and problem-solving abilities. Think of times when you turned a difficult situation into a positive experience for the user.
✨Plan Your Site Visits
Demonstrate your organisational skills by discussing how you would prepare for site visits. Talk about how you would create a clear plan and maintain communication with the main point of contact throughout the visit.
✨Be a Team Player
Emphasise your ability to collaborate with others. Share experiences where you worked effectively within a team to resolve issues or improve processes, as this aligns with the company's focus on teamwork and support.