Doherty Associates
IT Escalation Engineer
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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 five 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
Reporting to the Service Desk Manager, the Escalations Engineer (3rd Line Support) is a senior technical specialist acting as the final escalation point for complex incidents, problems, and major incidents. You will engage directly with customers as a trusted technical authority and own and deliver proactive managed technical services, including regular audits, health checks, and assessments.
This is a role for an experienced engineer who can think independently, takes ownership, and can balance deep technical troubleshooting with structured, proactive service delivery.
We will look for you to demonstrate success by:
- Ensuring escalations are resolved efficiently and correctly, with fewer repeat incidents
- Helping develop junior engineers to become more capable, confident, and effective professionals
- Effectively delivering audits and health checks, ensuring these are valued, repeatable, and impactful
- Ensuring that the technical risks are identified and addressed proactively
Key Responsibilities
Escalation Support & Technical Leadership
- Act as the primary escalation point for complex and high-impact incidents across managed services
- Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations
- Resolve advanced Incidents, Problems, and non-standard Requests within ConnectWise Manage, working across infrastructure, cloud, and Microsoft platforms
- Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third-party vendors when required
- Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans
- Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness
- Continuously improving service quality, resilience, and security through independent analysis and recommendations
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Managed Technical Services Ownership
- Own and deliver repeatable, high-quality technical managed services, such as:
- Monthly or quarterly technical health checks
- Technical baseline reviews
- M365, Azure, endpoint, and infrastructure audits
- Configuration and best-practice assessments
- Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers
- Identify risks, service gaps, and improvement opportunities before they become incidents
- Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps
- Work closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real-world improvements
Client Engagement & Technical Authority
- Act as a technical escalation for customers during high-severity incidents or complex investigations
- Attend client meetings where deep technical input or explanation is required (remote or occasional on-site)
- Support Account Managers and Service Delivery Managers during:
- Technical service reviews
- Proposal validation and solution assurance
- Service transition and early-life support (hyper-care)
- Communicate complex technical issues clearly, calmly, and commercially to both technical and non-technical stakeholders
Technical Mentoring & Knowledge Leadership
- Act as a technical mentor and role model for 1st and 2nd Line Engineers
- Coach engineers on troubleshooting techniques, diagnostic thinking, and “how to think”, not just “what to do”
- Deliver internal lunch & learns, walkthroughs, and technical deep dives on:
- Recurring issues and lessons learned
- New technologies and changes to platforms
- Best-practice operational approaches
- Raise the overall technical maturity and confidence of the service desk
Documentation, Standards & Process Improvement
- Create, review, and improve:
- Technical procedures and runbooks
- Known error records and troubleshooting guides
- Service and platform documentation
- Ensure documentation remains current as environments and services evolve
- Contribute to the ongoing improvement of service desk tooling, standards, and ways of working
- Represent Managed Services during project handovers and service transition, ensuring operational readiness
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Qualification, skills, and experience
- Proven experience operating as a senior or 3rd Line Engineer within a Managed Services environment
- Strong experience with Microsoft technologies, such as:
- Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
- Windows Server and Active Directory
- Azure (core services, identity, networking basics)
- Solid understanding of:
- Endpoint and device management
- Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)
- Security principles and best practices
- Experience working with ITSM tooling (e.g. ConnectWise Manage) and ITIL-aligned processes
- Fluent spoken English with very good writing skills (e.g. writing technical documentation)
About the person
- Professional and calm demeanour
- A positive, ‘can-do’ attitude
- Comfortable taking ownership of complex issues from investigation through to resolution and prevention
- A natural problem-solver who can think independently and critically rather than relying solely on runbooks
- Confident engaging directly with customers and internal stakeholders
- Passionate about innovation and improving services, not just fixing tickets
- 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
- 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 bonus
- Sponsored development supported by industry training and certifications
- Incentives for passing Microsoft certifications
- Company pension scheme
- Employee Assistance Programme (wellbeing, physical, financial)
- Private medical insurance
- Income protection insurance
- 33 days holidays (including 8 days of bank holidays)
- Day off on your birthday
- Company sick pay
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