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- Tasks: Provide first-line technical support via phone, email, and chat for IT issues.
- Company: Join a leading UK IT support provider known for innovation and exceptional service.
- Benefits: Enjoy a salary of £25,000 - £30,000, hybrid working, and great career development.
- Why this job: Make a real impact in IT while working in a collaborative and supportive environment.
- Qualifications: 2 years of IT support experience, strong problem-solving skills, and relevant certifications preferred.
- Other info: This role offers unrivalled career progression opportunities in a forward-thinking organisation.
The predicted salary is between 25000 - 30000 £ per year.
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:
- 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:
- 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:
- 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!
Contact Detail:
Paradigm Employment Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Helpdesk Engineer
✨Tip Number 1
Familiarise yourself with common IT issues and solutions that a First Line Helpdesk Engineer typically encounters. This will not only boost your confidence during the interview but also demonstrate your proactive approach to problem-solving.
✨Tip Number 2
Brush up on your communication skills, especially in explaining technical concepts to non-technical clients. Practising how to convey complex information simply can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of the company or similar organisations. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview.
✨Tip Number 4
Stay updated on the latest trends in IT support and cloud technologies, particularly Microsoft 365. Showing that you are knowledgeable about current tools and practices can impress your interviewers and highlight your commitment to continuous learning.
We think you need these skills to ace First Line Helpdesk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support roles, particularly any work with helpdesk systems. Emphasise your technical skills, especially with Windows, macOS, and cloud technologies like Microsoft 365.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving abilities and customer-focused mindset. Mention specific examples of how you've successfully resolved technical issues in the past and your commitment to delivering high-quality support.
Highlight Relevant Certifications: If you have industry certifications such as CompTIA A+ or Microsoft Certified Professional (MCP), make sure to include these prominently in your application. They can set you apart from other candidates.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've effectively communicated technical concepts to clients or team members. This could be through previous job experiences or projects.
How to prepare for a job interview at Paradigm Employment Services
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise in detail. Highlight your experience with Windows and macOS operating systems, as well as any familiarity with cloud-based technologies like Microsoft 365. You might even want to brush up on common troubleshooting scenarios to demonstrate your problem-solving abilities.
✨Communicate Clearly
Since the role involves explaining technical concepts to clients, practice articulating your thoughts clearly and concisely. Use simple language when discussing complex topics, and be ready to provide examples of how you've successfully communicated with clients in the past.
✨Demonstrate a Customer-Focused Mindset
Emphasise your commitment to delivering high-quality support. Share specific instances where you went above and beyond to assist a client or resolve an issue. This will show that you understand the importance of customer satisfaction in a helpdesk role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would handle various technical issues or client interactions. Practising these scenarios can help you articulate your thought process and demonstrate your proactive approach to problem-solving.
