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 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.