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- Tasks: Provide remote IT support and resolve technical issues for clients via various communication channels.
- Company: Join a pioneering IT solutions provider with over 30 years of experience.
- Benefits: Competitive salary, bonuses, training support, and private medical insurance.
- Why this job: Gain hands-on experience in a fast-paced environment while helping clients with cutting-edge technology.
- Qualifications: Microsoft qualifications or working towards them; experience in IT support preferred.
- Other info: Promote a collaborative culture and enjoy excellent career growth opportunities.
The predicted salary is between 30000 - 42000 £ per year.
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 four Solutions Partner Designations, a Tier 1 Microsoft CSP relationship and are ISO accredited. We're a pioneering and innovative organisation; 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 Team Lead, the 1st Line Support Engineer is responsible for providing remote support to DA's customers, mainly via phone, email, webchat and remote connection software to endpoints and servers. You will work on the service desk, but from time to time you will be expected to travel and work directly with end users from the customer sites. As such, you will be expected to demonstrate a good level of empathy and excellent customer service skills, to be able to provide first-class service to our clients. This role offers exposure to the full IT landscape, not just a subset of the technology. As such, this role will suit a technical professional, who enjoys working in a fast-paced technical environment, learning about the latest technologies and ways to resolve technical problems, and impressing with their knowledge to clients and peers.
Responsibilities
- Act as a first point of customer contact, responding promptly to phone, webchat, and support portal tickets from customers
- Accurately log and efficiently progress tickets within ConnectWise Manage platform
- Manage, investigate and resolve or elevate tickets as required
- Deliver an 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
- Resolve tickets within your technical ability and collaborate with the wider team to find solutions
- Be the escalation point for Request Engineers
- Provide guidance and coaching to help resolve tickets
- Follow the existing procedures and act as a champion of documentation on the desk, amend and create new guides where applicable
- Accurately complete daily timesheets and expenses 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)
Qualification, experience, and skills
- One of the Microsoft qualifications (or working toward): MD 101, MS-100, MS-101
- Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting various clients
- Experience of working within the ITIL framework
- Hands-on experience of working with Office 365 and ideally E3, E5, EMS/Azure IaaS
- Good troubleshooting experience of Microsoft Desktop Operating System
- Excellent spoken and written English (ability to write clear and detailed tickets, effectively communicate with users over the phone and/or in person)
- Advantageous will be to have experience of core Microsoft services, such as: Exchange, SharePoint & Teams, Active Directory, Azure AD, Microsoft SCCM or Intune, Microsoft Office
About the person
- High level of empathy with excellent communication skills (both verbal and written)
- Sense of urgency and accountability
- Proactive
- Self-motivated and positive – able to lead by example and instil positive behaviours
- Team player
- Able to develop and foster an inclusive and collaborative working environment
- Keen to learn and share knowledge
- Adaptable
- Able to respond to a fast-changing technical environment
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 public holidays)
1St Line Support Engineer in England employer: Doherty
Contact Detail:
Doherty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1St Line Support Engineer in England
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of Microsoft services like Office 365 and Azure. The more you know, the better you'll impress during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with clients directly, being able to explain technical issues in simple terms is key. Try role-playing with a friend or family member.
✨Tip Number 3
Network like a pro! Connect with current employees at Doherty Associates on LinkedIn. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining our team at Doherty Associates.
We think you need these skills to ace 1St Line Support Engineer in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Support Engineer role. Highlight relevant experience, especially in customer service and technical support, and don’t forget to mention any Microsoft qualifications you have or are working towards!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for IT and customer service. Mention specific experiences that demonstrate your empathy and problem-solving skills, as these are key for this role.
Show Off Your Communication Skills: Since excellent communication is crucial, make sure your application reflects this. Use clear and concise language, and ensure there are no typos or grammatical errors. This will show us you can communicate effectively with clients.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Doherty
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft services like Office 365, Exchange, and Azure. Be ready to discuss your hands-on experience and how you've tackled technical issues in the past. This will show that you're not just familiar with the tools but can also use them effectively.
✨Showcase Your Customer Service Skills
Since this role is all about providing first-class support, think of examples where you've gone above and beyond for a customer. Prepare to share specific stories that highlight your empathy and communication skills, as these are crucial for success in a service desk environment.
✨Familiarise Yourself with ITIL Framework
Understanding the ITIL framework is key for this position. Brush up on its principles and be prepared to discuss how you've applied them in previous roles. This will demonstrate your ability to manage and resolve tickets efficiently while adhering to best practices.
✨Practice Clear Communication
Since you'll be communicating with clients via phone, email, and webchat, practice articulating your thoughts clearly and concisely. Consider doing mock interviews or role-playing scenarios to enhance your verbal and written communication skills, ensuring you can convey technical information in an easily understandable way.
