At a Glance
- Tasks: Provide top-notch support for complex IT issues and mentor junior engineers.
- Company: Join a leading IT solutions provider with over 30 years of experience.
- Benefits: Competitive salary, performance bonuses, 34 days leave, and private medical insurance.
- Other info: Dynamic team culture with opportunities for growth and development.
- Why this job: Gain hands-on experience in a fast-paced environment while learning cutting-edge technologies.
- Qualifications: Microsoft certification or working towards it, plus strong troubleshooting skills.
The predicted salary is between 30000 - 40000 £ per year.
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
- 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.
Qualifications, experience, and 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, experience and professional qualities
- Excellent spoken and written English.
- Clear communication and detailed ticket writing ability.
- High sense of urgency and accountability.
- Resilient and reliable.
- Strong customer service skills to assist and support users effectively.
- 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 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.
- 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.
Second Line Support Engineer in London employer: Doherty Associates
Doherty Associates is an exceptional employer, offering a dynamic work environment in the heart of Holborn, London, where innovation and collaboration thrive. With a strong commitment to employee growth through sponsored training and development opportunities, as well as a supportive culture that values teamwork and knowledge sharing, we empower our Second Line Support Engineers to excel in their careers while enjoying a comprehensive benefits package, including generous annual leave and private medical insurance.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Doherty Associates on LinkedIn. A friendly chat can give you insider info and might just get your application noticed.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can talk confidently about Microsoft technologies and ITIL processes, as these are key to the role.
✨Tip Number 3
Show off your problem-solving skills during the interview. Be ready to discuss past experiences where you tackled complex issues, especially in a fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team.
We think you need these skills to ace Second Line Support Engineer in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Second Line Support Engineer role. Highlight your technical skills, especially those related to Microsoft technologies and ITIL processes, to show us you're the right fit.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about this role and how your background aligns with our needs. Share specific examples of your problem-solving skills and customer service experience to make a strong impression.
Showcase Your Communication Skills:Since clear communication is key in this role, ensure your application is well-written and free of errors. Use concise language and structure your information logically to demonstrate your attention to detail and professionalism.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. This way, we can easily track your application and get back to you quickly. Plus, it shows us you're proactive!
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 Microsoft services like Office 365 and Azure. Be ready to discuss your experience with troubleshooting and managing incident tickets, as well as your familiarity with ITIL processes.
✨Showcase Your Customer Service Skills
Since this role involves delivering outstanding customer service, prepare examples of how you've effectively communicated with clients in the past. Highlight your ability to handle challenging situations and maintain a positive attitude under pressure.
✨Demonstrate Team Collaboration
Be prepared to talk about your experience working in a team environment, especially in a Managed Service Provider setting. Share instances where you've collaborated with colleagues to solve complex problems or mentored junior staff.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about their approach to training and development, or how they foster a collaborative work environment. This shows you're keen to be part of their team!
