1st Line Helpdesk Engineer

1st Line Helpdesk Engineer

Location: Dorset

Type: Full-time

About the Role

We're looking for a skilled Helpdesk Engineer to join a well established IT support provider based in Dorset. Newburgh Networks delivers reliable IT solutions and services to a wide range of businesses and is committed to providing excellent support and practical technology solutions. With a focus on teamwork, service quality, and continuous improvement, this role offers a great opportunity for someone who wants to contribute to a forward thinking IT service provider.

This is a hybrid role, combining remote work from home with travel to customer sites as needed. The ideal candidate will be based in Dorset, hold a full UK driving licence, and have a suitable home working environment free from distractions.

What We're Looking For

We're seeking candidates who combine solid technical skills with strong organisation, commercial awareness, great time management and a proactive approach to problem solving.

Key Responsibilities

• Be the first point of contact for client queries, providing timely and effective technical support through phone, email, and live chat.
• Diagnose and resolve a variety of hardware, software, and network issues quickly and professionally.
• Escalate complex technical problems to second line support or the right team, ensuring they're resolved promptly.
• Keep clear and accurate records of client interactions, troubleshooting steps, and solutions in the ticketing system to maintain service continuity.
• Support the setup, configuration, and deployment of new hardware, software, and IT systems.
• Help clients understand IT best practices, tools, and system usage to reduce recurring issues and improve their experience.
• Monitor system performance and take proactive steps to address potential issues before they impact service.
• Collaborate with colleagues across the helpdesk and technical teams to share knowledge and deliver excellent client service.

Main Requirements

• At least 1 year of experience in an IT support or administration role, ideally within an MSP or similar environment.
• Previous experience in a helpdesk or technical support role, preferably in a fast paced IT setting.
• Good understanding of both Windows and macOS operating systems.
• Familiarity with common software applications and basic networking concepts.
• Working knowledge of cloud technologies, especially Microsoft 365.
• Strong problem solving skills and a proactive approach to resolving issues.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Self motivated and able to work independently as well as part of a team.
• A customer focused mindset with a commitment to delivering high quality support.
• Industry certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are desirable but not essential.
• Full UK Driving licence and use of own vehicle.

Why Join Us?

You'll be part of a collaborative team that values service quality and innovation. This is a great opportunity to develop your skills, work with diverse technologies and customer industries, and make a real impact in a supportive environment.

What We Offer to the Successful First Line Helpdesk Engineer

• Salary £27,000 - £32,000 per annum based on experience and qualifications.
• Monday to Friday 08:30 - 17:30 (Hybrid/Onsite working).
• Company Pension Scheme.
• Increasing Holiday entitlement based on years of service, 20 days plus Bank Holidays then 1 additional day per year up to a max of 25 after the first two years of service.
• Company benefits include:
  • Private Medical Insurance.
  • Support for industry certifications and training.
  • Career development and progression opportunities.
  • Health and Safety training.
• Friendly, collaborative team environment.

This is an exciting opportunity to be part of an innovative, forward thinking organisation that values talent, fosters career progression, and empowers its team to make a real impact!

If you're interested, we'd love to hear from you - get in touch for more details.