Join Doherty Associates (DA), an award-winning, dynamic and innovative IT support and solutions provider with over 30 years of experience. We work with world-renowned international clients, delivering a wide range of managed services and consulting.
Our expertise lies in risk-focused sectors like Private Equity and legal, where security and service quality are paramount. As a highly accredited Microsoft partner with five Solutions Partner Designations, ISO27001, ISO9001, and Cyber Essentials Plus, we operate a 24/7 support service across multiple geographies.
Our clients trust us to bring cutting-edge expertise and innovation in cloud solutions, hybrid working, modern workplace, data, AI, cyber security, governance, and compliance. At DA, we pride ourselves on keeping our promises and delivering top-notch quality.
The Role at a Glance:
1st Line Support Engineer
Onsite: Holborn London WC1V / Occasional Travel to Clients
Competitive Market Salary
Plus, Comprehensive Benefits Package Plus Lots of Personal Development & Progression.
Full Time Permanent
The Opportunity:
As a 1st Line Support Engineer, you'll be the first point of contact for our customers, providing support mainly via phone, email, webchat, and other remote connection software. Based in our London (Holborn) office, you'll be part of our global service desk team, collaborating closely with our team in Kuala Lumpur.
Occasionally, you'll work directly at our customer's London-based offices, so excellent customer service skills and empathy are essential to ensure we deliver a first-class support service. This role offers exposure to the full IT landscape, making it perfect for a tech-savvy professional who thrives in a fast-paced, dynamic environment.
You'll have the opportunity to learn about the latest technologies and impress clients and peers with your knowledge. In return, we offer unrivalled exposure to a wide range of technologies and actively encourage your personal development through obtaining relevant certifications, with rewards for achievement to supercharge your IT career.
Where you will add value:
1. Acting as a first point of customer contact promptly answering calls, creating tickets and/or routing calls through to other engineers as required.
2. Managing your ticket queue, accurately logging and efficiently progressing tickets within the ticket platform (ConnectWise).
3. Ensuring detailed, consistent, and clear communication with the customers via tickets, emails, and phone at all times.
4. Resolving tickets within your technical ability; collaborating with the wider team (e.g. 2nd and 3rd Line Engineers) to find solutions.
5. Following existing procedures acting as a champion of the process documentation, amending and creating new guides where applicable.
6. Completing timesheet requirements.
7. Supporting the training and onboarding of new engineers.
8. Travelling to customer sites (as and when required) to deliver face-to-face user/site support.
9. Staying abreast of new and emerging technologies, progressing your personal development by completing relevant Microsoft accreditations.
Your Experience:
1. Hold one of the Microsoft qualifications (or working toward): MD 102, MS-700, MS-102.
2. Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting various clients.
3. Experience of working within the ITIL framework.
4. Hands-on experience of working with Office 365 and ideally E3, E5, EMS/Azure, IaaS, Intune.
5. Good troubleshooting experience of Microsoft Desktop Operating System.
6. Excellent spoken and written English (ability to write clear and detailed tickets, and effectively communicate with users over the phone as well as in person).
About You:
1. Professional demeanour.
2. High level of empathy with excellent communication skills (both verbal and written).
3. Sense of urgency and accountability.
4. Reliable with high level of resilience.
5. Problem solver.
6. Proactive.
7. Self-motivated and positive.
8. Team player, supportive of a ‘better together’ culture, able to promote and foster a collaborative working environment.
9. Keen to learn and share knowledge.
10. Able to respond to a fast-changing technical environment.
Why You’ll Love It Here:
1. Performance bonus.
2. 34 days of annual leave (incl. 8 UK bank holidays and a day off on your birthday).
3. Subsidised home-to-office standard travel costs (for the 3rd, 4th and 5th day in a week).
4. Enhanced family-friendly benefit scheme including company sick pay.
5. Private medical insurance and Employee Assistance Programme.
6. Income protection and life insurance.
7. Company Pension scheme.
Ready to make a real impact? Let’s chat!
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