Doherty Associates (DA) has successfully delivered IT support and consultancy services for the past 30 years to a world-renowned international client base. Our focus is on the professional and financial services sector, including leading private equity, venture capital, and top UK law firms. We have four Microsoft Solution Partner designations, a Tier 1 Microsoft CSP relationship, and are ISO27001 & ISO9001 accredited.
Our clients rely on us to bring specialist expertise across cloud solutions, hybrid working, modern workplace, data and BI, cyber security, governance and compliance, and networking. We have built a reputation as a company that cares about our customers, keeps our promises and delivers quality.
About the role
We are growing our field support team and now looking for an experienced customer-facing IT support professional who thrives and genuinely enjoys direct interaction with users.
You will be mainly based in our Holborn office, working as part of the service desk team, and act as the Field Engineer visiting our London based customer sites, as and when needed, to help resolve IT issues that cannot be resolved remotely.
While technical skills are important to be able to resolve technical problems, to be successful in this role you will need to demonstrate strong customer-facing skills, such as active listening, empathy, resilience, patience, problem-solving, and a positive attitude.
Responsibilities
- Prepare for site visits; ensure you have a clear and communicated plan for each visit
- Conduct onsite audits and assessments
- Provide technical support to users onsite within the scope. Escalate out of scope cases to the line manager for assessment.
- Maintain active communication throughout site visits with the main point of contact
- Create site visit reports highlighting work completed and any identified actions for the next visit
- Configuration and support of a range of technology, including but not limited to:
- Support of Windows, M365
- Deployment of endpoints through Intune AutoPilot and SCCM
- Support and troubleshooting of Active Directory and domain services
- Exchange Online and Mimecast
- Hardware support of network, desktops, laptops, mobiles, printers and peripheral devices
- Software support across the line of business applications, M365, and SAAS platforms
- Provide assistance, alongside other teams, with the project delivery of new and enhanced services
Processes
- Efficiently progress tickets within the ITSM platform in the delivery of incident resolution, problem management, and request tickets
- Capture and maintain configuration items in the ITSM, SharePoint environments, and RMM tools
- Record all time spent and capture detailed ticket notes in the ITSM platform
- Follow existing and create new detailed procedure documentation when required, and peer review procedures created by other members of the team
- Keep documentation up to date when any changes are made to services
- Complete time and expense reporting requirements
- Engage with the customer's IT teams in delivering IT-managed services
- Collaborate with the wider team members to drive service desk tickets through to resolution
- Lead by example; promote a supportive and respectful working environment, maintain excellent communication and outstanding customer service skills, both over the phone and in person.
Qualification, experience, and skills
- At least one of the following Microsoft accreditations: MS-102, MD-102, MS-700, AZ-104, AZ-140 or AZ-700
- Previous experience of delivering IT support to senior VIPs and administrators in person (working at the customer site and comfortable with travelling to multiple sites during the week)
- Excellent knowledge of Windows deployment and support
- Hands-on experience with Intune and SCCM
- Experience M365, Azure and mobile device management
- Knowledge of network troubleshooting, firewalls, Wi-Fi and mobile devices
About the person
- Confident and calm
- Resilient; able to recover quickly from setbacks (e.g. difficult customer interactions) and remain effective when working in high-expectation environments
- Reliable; very good organisation, planning skills, and excellent timekeeping
- High sense of accountability
- High level of empathy; patience with ability to listen to understand and support
- Team player who understands the criticality of team collaboration
- Adaptable and curious; comfortable with continuous change, new technologies and keen to share knowledge with colleagues
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)
- Incentives for achieving Microsoft accreditations
- 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
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