Cloud And Infrastructure Engineer (Service Desk Engineer - 24/7 Shift)

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’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 and Kuala Lumpur. About the Role We are looking for enthusiastic, customer-focused engineers to be part of our Technical Operations Team based in Kuala Lumpur, Malaysia. This is a highly technical role that will require you to be proficient in different technologies as you will be exposed to the full IT landscape and not just a subset of the technology. You must be passionate about the customer experience and be comfortable speaking to UK-based customers on a daily basis. You will be part of a mature 24/7 operation with deep technical skills in many different areas. You will work closely with our colleagues in London and other locations in providing quality 24/7 support to our diverse range of clients. Office hours : Shift work required to cover a 24/7 operation via 12-hour shift patterns on a rotational basis. This includes working on public holidays when it falls on your shift (Overtime provided). You will be required to work every alternate weekend on a 2-2-3 pattern. (Shift allowance provided). We are currently working in a hybrid model with a minimum of 3 days a week in the office. Location : Kuala Lumpur, Malaysia Responsibilities The role will involve supporting our primarily London-based customers by dealing with service tickets from a variety of sources at any time of the day. You will be supporting multiple technologies which include Wintel, AD, Cloud (Azure/O365), Networking, end user support, and security-related incidents. Where required, you will be in direct contact with the customer as well as 3rd party vendors at any time of the day. Experience and Skills Must have

• At least 3 years experience in a service desk role
• Strong working knowledge of Microsoft Windows Server and Desktop operating systems
• Understanding of Networking and experience around UTM devices, routers, and switches
• Experience of working with Microsoft cloud services (Azure/O365)
• Working knowledge of Active Directory, DHCP, DNS, GPO
• Working knowledge of fundamental ITIL principles

• Previous MSP experience supporting multiple customers
• Any experience with the following -
• RMM tools such as N-Central, Kaseya or LabTech
• MCM(SCCM) - patch management, app packaging and deployment
• Security related incidents
• Server virtualisation – Hyper V/VMware ideally in a clustered setup
• Any Microsoft or security related training/certifications (held or pending)

• Very good spoken and written English
• Passionate about delivering an outstanding Service Desk experience to our customers
• Comfortable speaking to UK-based English speaking customers and colleagues on a daily basis
• A proactive, ‘can do’ attitude
• Strong analytical and problem-solving skills
• Ability to work under pressure
• Excellent customer-facing and interpersonal skills
• A team player who is able to develop and foster inclusive and collaborative working relationships

• Competitive salary plus performance-related bonus
• Hybrid working (mix of primarily working from home / Kuala Lumpur office)
• Wide range of Company benefits
• Day off on your birthday
• Be part of an award-winning technical team
• Company funded exams including an incentive pay out for successful completion