Lead Engineer

One IT Support Ltd.; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Free gym membership

Training / Certifications

Company pension scheme

Free hot drinks

32 days annual leave

£1,000 bonus

Job summary

One IT Support Ltd. is seeking a Lead Engineer to provide expert IT support from the North Shields office, splitting time between remote and onsite client work across the North East.

The role includes mentoring junior engineers and handling complex escalations, with opportunities to grow within a friendly, non-traditional MSP environment. The successful candidate will demonstrate strong Windows and 365 skills, Hyper‑V experience, and a broad technical knowledge base across networks and

Qualifications

• Minimum of half a year professional IT engineer experience.
• Strong Windows desktop and server troubleshooting experience.
• Extensive Microsoft 365 administration and troubleshooting experience.
• Experience with Hyper-V, backups, and hardware.
• Solid networking knowledge: IPv4, VLANs, NAT, Proxy.

Responsibilities

• Act as senior escalation point for support queries and mentor junior engineers.
• Troubleshoot remotely and onsite as required.
• Manage support queue with the team leader and balance workload.
• Oversee IT infrastructure: Servers, Switches, CCTV, AV, Telephony, PCs.
• Lead installation tasks: structured cabling, Wi‑Fi, CCTV.
• Deliver client projects from planning to handover.

Skills

Windows troubleshooting

Microsoft 365 administration

Hybrid/Remote support

PowerShell scripting

Hyper-V

Networking basics

RDS/VDI experience

Team mentoring

SQL/Backup basics

Tools

Hyper-V

PowerShell

Microsoft 365

RDS/VDI

Job description

Lead Engineer | North Shields NE30 | 37.5 hours a week | Competitive salary + retention bonus

At One IT Support we consider ourselves to be one of the friendliest, most personable technology service companies in the North East. Founded in February 2011, the business has grown exponentially.

We pride ourselves on being a small business, where every member of staff gets their say and has the chance to grow and learn. We do not operate a traditional “line” based service desk, and you will be given the opportunity to learn all aspects of the business, as well as being encouraged to share your skills with others.

The Junior IT Systems Engineer position is an exciting role within the technical support department and will involve the successful applicant splitting their time between providing as providing remote support from the One IT Support office as well as onsite support for a variety of clients.

To succeed in this role, you will have a passion for IT and providing high-energy customer service to client personnel, all the way up to director level. You will be a dedicated and reliable IT Engineer with a minimum of half a year professional experience in a similar role, or other outstanding personal experience.

This role will be primarily based in the North Shields office with some visits to client sites, primarily in the North East of England, but occasionally further afield. Mileage is covered at 55p per mile in your own vehicle.

What can you expect in return?

• Free gym membership
• Training / Industry recognised certifications
• Company pension scheme
• Free hot drinks
• 32 days annual leave, increasing with length of service
• A one-hour lunch break with 2 additional short breaks dail
• £1,000 bonus after first 6 months employment, depending on satisfactory performance

Knowledge, skills and experience required

• Highly self-motivated and customer focussed, with excellent communication skills
• Expert-level Windows desktop and server troubleshooting experience
• Extensive experience with Microsoft 365 administration and troubleshooting, including Hybrid environments
• Server management experience – Hyper‑V, backups and hardware
• The right mindset to understand how a whole site fits together, from internet connection to routers, switches and servers and use this knowledge to diagnose faults correctly
• Advanced networking knowledge – IPv4, VLANs, NAT, Proxy, filtering etc
• VDI Experience – Microsoft RDS environments
• Strong PowerShell skills, both using cmdlets as well as writing and maintaining scripts
• Proven experience acting as an escalation point, with the ability to mentor and guide other engineers
• A full driving licence as well as your own car / van is essential for this role and you must be willing to travel, primarily in the North East
• Overall, a well-rounded skillset with the desire to learn more and improve daily

Desirable skills and experience

• VoIP management and troubleshooting experience
• Experience with vulnerability management and Cyber Essentials / Cyber Essentials Plus assessments
• Migration experience – On‑Prem to cloud, server upgrades
• Experience writing technical KBs and documentation
• Previous MSP experience

What will your role as Lead Engineer look like?

• Acting as the senior escalation point for support queries, taking ownership of complex issues through to resolution
• Troubleshooting and diagnosing technical issues primarily remotely but also onsite as required
• Working alongside the Support Team Leader to manage the support queue and the day‑to‑day workload of the support team
• Management and troubleshooting of IT infrastructure, including Servers, Switches, Access Points, CCTV, AV, Telephony as well as more typical computers
• Mentoring and developing junior engineers, sharing knowledge and documenting fixes to benefit the wider team
• Installation work such as structured cabling, Wi‑Fi, CCTV and more
• Delivering project work for clients, from planning and scoping through to implementation and handover
• Providing regular updates to the Technical Services Manager on escalations and project progress
• Other duties as assigned by management

Due to the nature of the role a full enhanced DBS will be carried out.