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- Tasks: Provide on-site IT support and resolve technical issues for clients in London.
- Company: Doherty Associates delivers top-notch IT consultancy to prestigious clients for over 30 years.
- Benefits: Enjoy a competitive salary, 34 days off, private medical insurance, and training incentives.
- Why this job: Join a supportive team, enhance your tech skills, and make a real impact on client satisfaction.
- Qualifications: Must have Microsoft accreditations and experience in delivering IT support to senior users.
- Other info: Opportunity for travel within London and a focus on customer relationships.
The predicted salary is between 36000 - 60000 £ per year.
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 engineer to provide customer support directly at customers sites. You will be mainly based in our London office but travel, as and when needed, to various customer sites (in London) to support users and key stakeholders in resolving technical problems.
While technical skills are important to be able to resolve technical problems, to be successful in this role you will also demonstrate strong customer-facing attributes, such as active listening, empathy, adaptability, patience, problem-solving, and a positive attitude. This is imperative to ensure positive interaction and build strong relationships with clients.
Responsibilities
Customer onsite support
- 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 the 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
- 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
- Provide assistance, alongside other teams, with the project delivery of new and enhanced services
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, and 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
- 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 of 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 M365, Azure and mobile device management
- Knowledge of network troubleshooting, firewalls, Wi-Fi and mobile devices
About the person
- Confident and calm with outstanding communication skills
- Reliable; very good organisation, planning skills, and excellent timekeeping
- High sense of accountability and ownership
- High level of empathy; patience, ability to listen to understand and support
- Team player who understands the criticality of team collaboration as well as nurturing an inclusive working environment
- Analytical and detail oriented, with the ability to solve problems autonomously
- 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 (incl. 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
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Field Engineer employer: Doherty
Contact Detail:
Doherty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Field Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Intune, SCCM, and M365. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your technical competence and readiness for the role.
✨Tip Number 2
Highlight your customer service skills by preparing examples of how you've successfully resolved technical issues for clients in the past. This will show that you not only have the technical know-how but also the interpersonal skills needed to thrive in a customer-facing position.
✨Tip Number 3
Research Doherty Associates and their client base to understand their values and the sectors they operate in. Tailoring your conversation to reflect your understanding of their business can help you stand out as a candidate who is genuinely interested in the company.
✨Tip Number 4
Prepare to discuss your experience with onsite support and how you manage multiple site visits. Being able to articulate your organisational skills and time management strategies will reassure them that you can handle the demands of the role effectively.
We think you need these skills to ace Field Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've provided customer-facing support. Emphasise your technical skills with Windows, M365, and Intune, as well as any Microsoft accreditations you hold.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Field Engineer role at Doherty Associates. Mention specific experiences that demonstrate your problem-solving abilities and customer service skills, as these are crucial for the position.
Showcase Soft Skills: Since strong customer-facing attributes are essential, include examples in your application that showcase your active listening, empathy, and adaptability. This could be through anecdotes from previous roles where you successfully resolved client issues.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is vital for a role that involves direct client interaction.
How to prepare for a job interview at Doherty
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise in areas like Windows deployment, Intune, and SCCM. Bring examples of past experiences where you successfully resolved technical issues, especially in a customer-facing role.
✨Demonstrate Customer-Facing Attributes
Highlight your active listening skills, empathy, and adaptability during the interview. Share specific instances where you've effectively communicated with clients or resolved conflicts, as these traits are crucial for this role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Practice articulating your thought process when troubleshooting technical problems, especially in high-pressure situations.
✨Research the Company and Its Clients
Familiarise yourself with Doherty Associates' services and their client base. Understanding their focus on professional and financial services will help you tailor your responses and demonstrate your interest in the company.
