THE ROLE
As a Lead IT Engineer, you will serve as the final escalation point for technical issues across our client base. You’ll work on the most complex incidents, assist in service design and delivery and act as the highest technical reference point for the service desk. This role is ideal for a senior engineer with strong all-round knowledge, excellent troubleshooting ability, and a proactive mindset for continuous improvement.
KEY RESPONSIBILITIES
- Act as the highest escalation point for technical incidents and service requests.
- Troubleshoot and resolve complex issues across infrastructure, networks, cloud, servers, firewalls, and endpoint management.
- Perform root cause analysis for recurring or critical issues and implement permanent fixes.
- Handle advanced onboarding, migrations, and client infrastructure projects where required.
- Support, guide and mentor all engineers on complex issues and personal development.
- Lead on difficult or high-priority client cases, maintaining calm under pressure.
- Assist with creating and maintaining internal knowledge base and documentation.
- Liaise with vendors and suppliers for support escalations and service issues.
- Communicate with clients clearly, particularly around complex technical issues, ensuring confidence and understanding.
- Support the Account Management team with technical insight when reviewing client environments.
EXPERIENCE AND SKILLS NEEDED
- 5+ years in IT support roles.
- Broad technical experience across Windows Server, Microsoft 365, networking (DNS, DHCP, routing), firewalls, cloud technologies, and backup solutions.
- Experience with RMM and PSA tools.
- Strong diagnostic, troubleshooting and decision-making skills.
- Calm, structured approach to problem-solving with a high attention to detail.
- Able to mentor others and contribute to the improvement of the overall service function.
- Relevant industry certifications (e.g. Microsoft, Cisco, CompTIA) are desirable.
WHAT WE OFFER
- Private healthcare
Access to private medical cover for faster treatment and peace of mind.
- 33 days holiday per annum, including bank holidays and your birthday off
Generous holiday allowance to help you rest, recharge and celebrate.
- Professional development plans
Structured plans to support your career growth and long-term goals.
- 8 hours of training per month
Dedicated time each month for learning, development, or certifications.
- Funded qualifications
We cover the cost of relevant professional qualifications to support your progression.
- Employee of the Quarter scheme, with the potential to win substantial prizes
Quarterly recognition programme to reward high performers.
- Company events and nights out
Regular team socials and celebrations throughout the year.
- Discounted gym membership
Stay active with discounted access to local gyms.
- Perkbox rewards account, providing a range of discounts
Nationwide perks and everyday savings through your Perkbox membership.
- Mental health support
Access to mental wellbeing resources and confidential support through our healthcare provider.
- Pension contribution
Company contributions to help you plan for the future.
- Free onsite parking
No daily parking stress, just pull up and walk in.
- Large, modern office with breakout room
A bright, spacious workspace with breakout areas for collaboration and downtime.
HOW TO APPLY
If you wish to apply for this role, please send your CV directly to [email protected].
Pay: From £45,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Employee discount
- Employee mentoring programme
- Free parking
- Gym membership
- On-site parking
- Work from home
Work Location: In person
