1st 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

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You will be seconded to our of our customer's site and work on site Monday to Friday supporting the head of department, ensuring the smooth running of the department.

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This role offers the opportunity to gain experience in various aspects of IT, including software installations, hardware maintenance, cyber protection, and user training. You will also have the opportunity to work on IT projects and initiatives that align with the customer’s strategic goals.

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As such, this role will suit a customer-facing IT professional, who enjoys working in a fast-paced and dynamic environment. You will be eager to learn about the latest technologies and ways to resolve technical problems, and impress our client, and your peers with your knowledge.

Responsibilities

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• Act as a first point of contact for the customer’s users onsite and deliver an outstanding customer service
• Create tickets and/or route calls through to other engineers as required
• Ensure accurate, consistent, and clear communication via tickets, emails and over the phone, as well as detailed notes and time entries
• Resolve tickets within your technical ability or escalate, as appropriate, to ensure timely resolution of technical tickets. Collaborate with the wider DA-managed service desk team and/or other DA specialists to find solutions.
• Ensure sufficient stock of hardware and software to enable the users to operate efficiently
• Ensure accounts, hardware, and software are in place for new joiners
• Review alerts, send training materials, and act as a point of contact for cyber queries from users
• Follow the existing procedures and suggest amendments or creation of new guides where applicable
• Accurately complete daily timesheets and expenses reporting requirements

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Qualification, experience, and skills

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• One of the Microsoft qualifications (or working toward): AZ-900, MS-900, SC-900
• Background of working in a Managed Service Provider (MSP) or B2B environment, supporting users face-to-face
• Familiar with 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)
• Excellent time management skills

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About the person

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• Professional demeanour
• Thrives in customer-facing environment
• High level of empathy – able to effectively read the room and manage challenging situations
• Reliable and punctual
• Excellent communication and interpersonal skills
• The ability to work independently as well as part of a team
• Ability to multitask and pivot as necessary

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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)
• Enhanced family-friendly benefit schemes including company sick pay
• Sponsored training and development, and a technical exams incentive scheme
• Private medical insurance and Employee Assistance Programme
• Income protection and life insurance