Job Description

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.