1st Line Helpdesk Engineer

Job description

EligibilityThis 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.

About the RoleWe'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.

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.

Salary & Benefits

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.

Company Benefits

Private Medical Insurance.

Support for industry certifications and training.

Career development and progression opportunities.

Health and Safety training.

Friendly, collaborative team environment.

#J-18808-Ljbffr

Extra information

Status

Open

Education Level

Secondary School

Location

Dorchester

Type of Contract

Full-time jobs

Published at

21-05-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English