Senior Helpdesk Engineer

  • Full Time
  • England

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Senior Helpdesk Engineer

Location: North Shield

Salary: Up to £33,000 + Benefits


We are a Managed Service Provider (MSP) based in North Shields, supporting companies across the UK with their IT equipment, and providing cloud services, communications, and a range of other related services.

We are a forward-thinking company with a growth mindset, seeking an experienced 2nd line engineer to join the team in providing excellent IT remote support to our clients.

You will be joining our existing team and using your skills and experience to increase our technical capabilities.

As a senior engineer you will deal with complex tickets other members of the team are unable to; provide internal support via documentation and training; assist in occasional project work; and attend site visits across the North-East and further where an enhanced level of technical expertise is required. A company vehicle will be provided for these situations and flexibility for working hours will be required occasionally to ensure work is completed before leaving site (especially in the event of a major service affecting incident).

To succeed in this role, you will have a passion for IT and for providing excellent customer service, with a willingness to go the extra mile and a minimum of 4 years’ professional experience in a similar role.

Required Skills:

  • Knowledge of VMWare ESXi / vSphere management
  • Knowledge of Hyper-v
  • MS365 administration of Exchange Online, SharePoint Online, Entra ID and Intune
  • VOIP phone provisioning, call routing, and sound quality troubleshooting
  • Good understanding of file / sharing permissions
  • Advanced networking knowledge – IPv4, VLANs, NAT, Proxy etc.
  • The right mindset to understand how a whole site fits together, from internet connection to routers, switches, and servers
  • Excellent remote troubleshooting abilities, including providing verbal instructions when remote tools are unavailable
  • Great communications skills, founded in being a good listener, to explain issues to stakeholders of all levels while avoiding jargon and complex terminology
  • Full UK manual driving license
  • Quick, accurate typing and good use of spelling and grammar
  • Experience diagnosing and resolving complex technical issues

Desired Skills:

  • Experience working for a managed service provider (MSP) or similar IT support business
  • Experience with a remote monitoring and management tool (such as Datto RMM)
  • Professional IT certifications such as ITILv4, Microsoft MCP, MCSA or MCSE, CompTIA
  • Network+ etc.
  • Client experience certifications such as Helpdesk Habits etc.
  • Experience with our key vendors such as Microsoft, Google, Sonicwall, 3CX, Sophos, Acronis,
  • Draytek and Unifi


  • Technical support: 5 years (preferred)
  • Customer service: 3 years (preferred)
  • Licence/Certification:
  • Drivers License (required)


  • A competitive starting salary of £26-£29k p/a depending on experience.
  • 20 days holiday, plus bank holidays and never work your birthday!
  • Bonus scheme paid every 6 months.
  • BUPA private medical care.
  • Details eastQuay IT is an equal opportunity employer committed to creating a culture that respects and values each other’s differences; promotes dignity, equality, and diversity; and encourages individuals to develop their true potential.
  • This role will be full time, working 37.5 hours per week in a shift pattern between 07:30 and 18:00.
  • You will be based in our North Shields office and will be required to attend client sites on occasion, with a company vehicle being provided for these journeys.
  • Company events
  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Free parking
  • Gym membership
  • On-site parking
  • Private medical insurance

To apply for this job please visit


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