2nd Line Support Engineer in London

About Doherty Associates

Doherty Associates (DA) have delivered IT solutions for over 30 years to world-renowned, international clients. Our customers operate predominantly in the professional and financial services sector, including leading private equity and top tier law firms. We are a Microsoft Solutions Partner with five designations, hold a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited. Our services are built on the Microsoft cloud ecosystem, aligned to the NIST Cyber Security Framework, and focused on quality, security, and long term client outcomes.

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

• Customer support
  • Deliver 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.
• Technical troubleshooting
  • 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. Provide guidance and coaching to help resolve tickets.
  • As part of your technical development, keep abreast of the latest technologies by completing the relevant Microsoft certifications.
• Collaboration and documentation
  • 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, and skills

• Technical 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 of working with cloud technologies such as Office 365 Enterprise (E3, E5, EMS)/Azure IaaS.
  • Experience of core Microsoft services: Exchange, SharePoint, Teams, Active Directory, Entra AD, Intune, Autopilot.
  • Advanced troubleshooting experience of Microsoft Server and Desktop Operating Systems.
  • Experience of working within Hyper-V and/or VMware environments.
  • Experience with enterprise backup and recovery solutions.
  • Experience of security best practices.
• Other skills and experience
  • Excellent spoken and written English. Clear communication and detailed ticket writing ability.
  • High sense of urgency and accountability.
  • Strong customer service skills to assist and support users effectively.
  • Professional with a high level of empathy and excellent communication skills.
  • Sense of urgency and accountability.
  • Problem solver who is proactive and self-motivated.
  • Positive attitude, able to lead by example and help instil positive behaviours.
  • Team player who can foster an inclusive and collaborative working environment.
  • Keen to learn and share knowledge.
  • Adaptable and able to respond to a fast-changing technical environment.

What we offer in return

• Basic salary plus performance bonus.
• We are passionate about our success being driven by ‘better together’ and offer 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.