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 training opportunities.
- Other info: Dynamic office culture with a focus on collaboration and professional development.
- Why this job: Gain hands-on experience in a fast-paced tech environment and grow your skills.
- Qualifications: Microsoft certification or working towards it, plus strong troubleshooting skills.
The predicted salary is between 35000 - 45000 £ 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 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, we provide comprehensive training and development opportunities, including sponsored Microsoft certifications, ensuring our team members are well-equipped to advance their careers. Our inclusive culture fosters teamwork and knowledge sharing, while generous benefits such as enhanced family-friendly schemes and 34 days of annual leave make us a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Doherty Associates or similar companies. A friendly chat can sometimes lead to job opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and knowledge of Microsoft services. Be ready to discuss your experience with troubleshooting and ITIL processes, as these are key for the Second Line Support Engineer role.
✨Tip Number 3
Show off your problem-solving skills during the interview! Share specific examples of how you’ve tackled complex issues in the past. This will demonstrate your ability to handle the challenging tickets you'll face at DA.
✨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 genuinely interested in joining our team at Doherty Associates.
We think you need these skills to ace Second Line Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Second Line Support Engineer role. Highlight relevant experience, especially in ITIL processes and Microsoft technologies, to show us you’re the right fit for our team.
Craft a Compelling Cover Letter:Your cover letter should reflect your passion for technology and customer service. Share specific examples of how you've tackled complex issues in the past, and let us know why you want to join StudySmarter!
Show Off 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 thoughts logically to demonstrate your ability to communicate effectively.
Apply Through Our Website:We encourage you to apply directly through our website. This way, we can easily track your application and get back to you faster. Plus, it shows us you're proactive and keen to join 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 Microsoft services like Office 365 and Azure. Be ready to discuss your hands-on experience with troubleshooting and managing complex tickets, as this will show you're the right fit for the role.
✨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 with empathy and professionalism.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL processes is crucial for this position. Brush up on problem, change, and configuration management, and be prepared to discuss how you've applied these principles in previous roles or projects.
✨Demonstrate Your Team Spirit
This role requires collaboration with other engineers, so be ready to talk about your experiences working in a team. Share examples of how you've mentored junior staff or contributed to a positive team environment, as this will resonate well with the interviewers.
