3rd Line Support Engineer

Doherty Associates; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

Doherty Associates, a leading IT services provider, seeks a skilled 3rd Line Support Engineer to enhance their managed services department in London. This pivotal role involves handling escalated technical issues, collaborating with teams, and delivering exceptional service to clients while maintaining a hybrid work model post-probation.

Benefits

Performance bonus

34 days of annual leave

Private medical insurance

Company pension scheme

Sponsored training and development

Qualifications

• Experience in a busy MSP service desk environment required.
• Experience providing 3rd Line Technical Support essential.
• Knowledge of Microsoft technologies, Azure, and M365.

Responsibilities

• Lead Problem and Major Incident investigations.
• Consult professional services for support on escalations.
• Coach junior staff and promote an inclusive environment.

Skills

Problem Solving

Technical Support

Communication

Education

BSc in Computer Science

Tools

Microsoft Cloud Stack

PowerShell

M365

Job description

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.

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 role

This 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

• Be the main point of contact for escalations within the service desk:
  • Lead Problem and Major Incident investigations
  • Efficiently progress tickets within ConnectWise Manage - resolve Incident, Problem and 'non-standard' Request tickets as assigned
  • Consult senior colleagues in the Professional Services team or Microsoft/third-party support as required
• Keep detailed notes and time entries within tickets
• Act as a peer reviewer for change control submissions
• Represent Managed Services during service transition phases as projects move through hyper-care into operations

Documentation and processes

• Follow existing and create new detailed procedures when required
• Review procedures created by other members of the team
• Ensure that the documentation is up to date when any changes are made to services
• Complete time and expense reporting requirements

Customer support

• Act as the SME:
  • Consult the Service Desk Manager and/or Account Managers on new technology being proposed during client demos
  • Assist to resolve escalations/complaints
• Deliver lunch and learns to other engineers within the business on troubleshooting methods and new functionality, ensuring knowledge sharing is preserved

Team Collaboration

• Be the go-to engineer for junior staff - coach and support the engineers in resolving technical issues
• Collaborate with the wider team members to drive service desk tickets through to resolution
• Lead by example and promote an inclusive and respectful working environment
• Demonstrate and maintain excellent written communication and outstanding customer service skills both, over the phone and in person.

Qualification, skills, and experience

Background

• BSc (or equivalent) in Computer Science / Information Technology, or a related field
• Experience of providing 3rd Line Technical Support
• Experience of working in a busy MSP service desk environment in a structured, ITIL driven framework (including Incident, Change and Problem Management)

Technical skills

• Experience of acting as a the 'go-to' person during Major Incidents, including providing RCAs/ RFOs
• Experience in:
  • Microsoft Cloud Stack: Azure, ASR, WVD, Endpoint Manger
  • Azure Active Directory (Identity, MFA, Conditional Access)
  • Supporting M365 environment
  • Microsoft Active Directory, Exchange, AOVPN, Windows Server OS
  • Intune, Endpoint management, MDM
  • Scripting languages such as PowerShell
• Knowledge of File System Technologies
• Knowledge of domain services: DNS, DHCP, VPN etc.

About the person

• Professional demeanour
• High level of empathy
• Excellent communicator, both verbally and in writing
• Patient, approachable and respectful; ability to support colleagues and help with their professional development as well as build strong professional relationships with colleagues across the business
• A positive, 'can-do' attitude
• Methodical with strong analytical and problem-solving skills
• High sense of urgency and accountability
• Excellent eye for detail

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)
• We are passionate about our success being driven by 'better together' and offer hybrid working
• 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