1st Line Helpdesk Engineer

Newburgh Networks - Dorchester, Dorset

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 license 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 0830 – 1730 (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.