2nd Line Support Engineer

About Doherty Associates

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 (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.

About the role

This role is office-based, Monday-Friday, working as part of our global Managed Services team.

To be successful in this role, you will need to have the following:

Technical skills and experience:

• Microsoft certification (or working/willing to work toward): MS-102, AZ-104, SC-300
• Background of working in a Managed Service Provider (MSP) or B2B environment
• 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

Professional skills and experience:

• Excellent spoken and written English
• 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
• Positive attitude, able to lead by example
• Team player who can foster an inclusive and collaborative working environment
• Keen to learn and share knowledge

Typical duties:

You 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).

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).

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)
• Sponsored training and development, and a technical exams incentive scheme
• 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
• Private medical insurance and Employee Assistance Programme
• Income protection and life insurance
• Company pension scheme