3rd Line Support Engineer

Join to apply for the

3rd Line Support Engineer

role at

Doherty AssociatesDoherty 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 are a pioneering and innovative organisation focusing on “cloud-first” projects, enabling, and enhancing hybrid and modern workplace capabilities for customers; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers.About the roleThis is a highly influential role within our managed services department, delivering best in class service to DA customers and will best suit an experienced technical professional, with a background in supporting Microsoft technologies across cloud, modern workplace, end point management and security.As the 3rd Line Support Engineer, you will be working on escalations, problems, and major incidents, and focus on resolving tricky technically tickets. You may, from time to time, need to visit our London-based customers in person, to help resolve the most challenging troubleshooting cases, acting as the subject matter expert.Additionally, you will work closely with the Professional Services team to onboard new products and services.The service desk team works together from our modern office in central London (Holborn). During probationary period, you will work in the office Monday-Friday. After the probationary period, you will have the option to work in hybrid (4 days from the office and 1 day from home)Responsibilities

Technical support - main point of escalationLead Problem and Major Incident investigationsEfficiently progress tickets within ConnectWise Manage - resolve Incident, Problem and ‘non-standard’ Request tickets as assignedConsult senior colleagues in the Professional Services team or Microsoft/third-party support as requiredKeep detailed notes and time entries within ticketsAct as a peer reviewer for change control submissionsRepresent Managed Services during service transition phases as projects move through hyper-care into operationsDocumentation and processes: follow existing and create new detailed procedures when requiredReview procedures created by other members of the teamEnsure that the documentation is up to date when any changes are made to servicesComplete time and expense reporting requirementsCustomer support (act as the SME): consult the Service Desk Manager and/or Account Managers on new technology being proposed during client demosAssist to resolve escalations/complaintsDeliver lunch and learns to other engineers within the business on troubleshooting methods and new functionality, ensuring knowledge sharing is preservedBe the go-to engineer for junior staff – coach and support the engineers in resolving technical issuesCollaborate with the wider team members to drive service desk tickets through to resolutionLead by example and promote an inclusive and respectful working environmentDemonstrate and maintain excellent written communication and outstanding customer service skills both, over the phone and in personQualification, skills, and experience

BackgroundBSc (or equivalent) in Computer Science / Information Technology, or a related fieldExperience of providing 3rd Line Technical SupportExperience of working in a busy MSP service desk environment in a structured, ITIL driven framework (including Incident, Change and Problem Management)Technical skillsExperience of acting as the ‘go-to’ person during Major Incidents, including providing RCAs/ RFOsMicrosoft Active Directory, Exchange, AOVPN, Windows Server OSIntune, Endpoint management, MDMScripting languages such as PowerShellKnowledge of File System TechnologiesKnowledge of domain services: DNS, DHCP, VPN etc.About the person

High level of empathyExcellent communicator, both verbally and in writingPatient, approachable and respectful; ability to support colleagues and help with their professional development as well as build strong professional relationships with colleagues across the businessMethodical with strong analytical and problem-solving skillsHigh sense of urgency and accountabilityWhat we offer in return

Basic salary plus performance bonus34 days of annual leave (incl. 8 UK bank holidays and a day off on your birthday)We are passionate about our success being driven by ‘better together’ and offer hybrid workingEnhanced family-friendly benefit schemes including company sick paySponsored training and development and where applicable to the role, a technical exams incentive schemePrivate medical insurance and Employee Assistance ProgrammeIncome protection and life insuranceCompany Pension schemeSeniority level

Mid-Senior levelEmployment type

Full-timeJob function

Information TechnologyIndustriesIT Services and IT ..... full job details .....