1st Line Helpdesk Engineer

Eligibility

This role is not fully remote. Applicants must meet all of the following criteria to be considered:

• Hold a full UK driving licence and have use of their own vehicle.
• Be based in or very close to Dorset.
• Be happy to travel regularly to customer sites across Dorset.

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 is a hybrid role combining remote work from home with onsite customer visits 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.

• 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.

• 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.

• 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 maximum of 25 after the first two years of service.

• Private Medical Insurance.
• Support for industry certifications and training.
• Career development and progression opportunities.
• Health and Safety training.
• Friendly, collaborative team environment.