First Line Helpdesk Engineer

First Line Helpdesk Engineer

We have a truly outstanding opportunity for a results-driven Helpdesk Engineer to join one of the UK’s leading IT support providers, based in Dorset. Renowned for delivering highly efficient IT solutions and services, our client is committed to providing exceptional support and cutting-edge technology to a diverse client base. With a strong focus on innovation, service excellence, and a collaborative team culture, this is the perfect environment for a driven professional looking to make a real impact in the IT industry.

We are keen to speak with applicants who bring a strong blend of technical expertise, commercial awareness, and a proactive, solution-oriented mindset.

Main Responsibilities for the successful First Line Helpdesk Engineer :

As a First Line Helpdesk Engineer, you will serve as the first point of contact for our clients, delivering prompt technical support and ensuring the smooth and efficient operation of their IT systems:

• Act as the first point of contact for client inquiries, delivering responsive and effective technical support via phone, email, and live chat.
• Troubleshoot and resolve a wide range of hardware, software, and network issues with efficiency and professionalism.
• Identify and escalate more complex technical problems to second-line support or appropriate departments, ensuring timely resolution.
• Accurately document all client interactions, diagnostics, and resolutions in the internal ticketing system to maintain service continuity and accountability.
• Assist in the deployment, setup, and configuration of new hardware, software, and IT systems.
• Educate and guide clients on IT best practices, tools, and system usage to empower them and reduce recurring issues.
• Monitor system performance and proactively address emerging issues to minimise downtime and maintain service quality.
• Work closely with colleagues across the helpdesk and technical teams to ensure exceptional client service and knowledge sharing.

Main requirements for the successful First Line Helpdesk Engineer

• Minimum 2 years experience in an IT admin or support role within an MSP or similar.
• Proven experience in a helpdesk or technical support role, ideally within a fast-paced IT environment.
• Solid understanding of both Windows and macOS operating systems.
• Familiarity with widely used software applications and core networking concepts.
• Working knowledge of cloud-based technologies, particularly Microsoft 365.
• Strong analytical and problem-solving abilities, with a proactive approach to issue resolution.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly.
• Self-motivated and able to work effectively both independently and within a team setting.
• A customer-focused mindset with a commitment to delivering high-quality support.
• Relevant industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent is highly desirable.

What we offer to the successful First Line Helpdesk Engineer:

• Salary £25,000 - £30,000 per annum based on experience and qualifications
• Monday to Friday - (Hybrid/ remote working).
• Unrivalled career development prospects and opportunity to progress.
• Pension/ and Holiday and company benefits

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 ! So don’t wait and get in touch for more details!

Paradigm Employment Services Ltd is acting as an Employment Agency in relation to this vacancy.