1st Line Support Engineer

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 and ISO9001 accredited.We’re a pioneering and innovative organisation; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers. And it’s through this success that we are now looking to evolve our global managed services function with additional roles in our service desk across London (Holborn) and Kuala Lumpur.About the role

Reporting to the Service Desk Team Lead, the 1st Line Support Engineer is responsible for providing remote support to DA’s customers, mainly via phone, email, webchat and remote connection software to endpoints and servers.You will work on the service desk, but from time to time you will be expected to travel and work directly with end users from the customer sites. As such, you will be expected to demonstrate a good level of empathy and excellent customer service skills, to be able to provide first-class service to our clients.This role offers exposure to the full IT landscape, not just a subset of the technology. As such, this role will suit a technical professional, who enjoys working in a fast-paced technical environment, learning about the latest technologies and ways to resolve technical problems, and impressing with their knowledge to clients and peers.Responsibilities

Act as a first point of customer contact, responding promptly to phone, webchat, and support portal tickets from customersAccurately log and efficiently progress tickets within ConnectWise Manage platformManage, investigate and resolve or escalate tickets as requiredDeliver an outstanding customer service through all types of communicationAs part of a wider team, answer incoming calls from customers and create tickets, or route calls through to other engineers as requiredEnsure accurate, consistent, and clear communication via tickets, emails and over the phoneEnsure detailed notes and time entries within each ticket

Keep detailed notes and time entries within ticketsResolve tickets within your technical ability and collaborate with the wider team (2nd and 3rd Line Engineers and other specialists) to find solutionsBe the escalation point for Request Engineers. Provide guidance and coaching to help resolve ticketsFollow the existing procedures and act as a champion of documentation on the desk, amend and create new guides where applicableAccurately complete daily timesheets and expenses reporting requirementsSupport training and onboarding of junior and new engineers in the DA officePromote an inclusive, collaborative, and respectful working environment (lead by example)Qualification, experience, and skills

One of the Microsoft qualifications (or working toward): MD 101, MS-100, MS-101Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting various clientsExperience of working within the ITIL frameworkHands-on experience of working with Office 365 and ideally E3, E5, EMS/Azure IaaSGood troubleshooting experience of Microsoft Desktop Operating SystemExcellent spoken and written English (ability to write clear and detailed tickets, effectively communicate with users over the phone and/or in person)Advantageous will be to have experience of core Microsoft services, such as: Exchange, SharePoint and Teams, Active Directory, Azure AD, Microsoft SCCM or Intune, Microsoft OfficeAbout the person

ProfessionalHigh level of empathy with excellent communication skills (both verbal and written)Sense of urgency and accountabilityProactiveSelf-motivated and positive - able to lead by example and instil positive behavioursTeam player. Able to develop and foster an inclusive and collaborative working environmentKeen to learn and share knowledgeAdaptable. Able to respond to a fast-changing technical environmentWhat we offer in return

Basic salary plus bonusSponsored development supported by industry training and certificationsIncentives for passing Microsoft certificationsCompany pension schemeEmployee Assistance Programme (wellbeing, physical, financial)Private medical insuranceIncome protection insurance33 days holidays (including 8 days of bank ..... full job details .....