IT Field Engineer

About Doherty Associates

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.

About the role

This is a customer‑facing support role with a strong on‑site presence. The role is primarily based in our London office, with regular travel to customer sites across London as required. You will work directly with end users and key customer stakeholders to diagnose and resolve technical issues, ensuring solutions are delivered professionally, efficiently, and with minimal disruption.

During customer visits, you will represent DA as a trusted ambassador, building strong working relationships and communicating clearly and confidently while navigating technical challenges in live environments.

This position is well suited to an IT professional who has worked in a customer‑facing field role and understands the realities of supporting users under pressure. You will demonstrate strong active listening skills, empathy, patience, and resilience, with the ability to remain calm, professional, and solutions‑focused when managing challenging customer interactions.

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

Technical delivery

• 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

Team Collaboration

• 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

About the person

• Professional demeanour
• 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
• Income protection and life insurance
• Company Pension scheme