1st/2nd Line IT Support Engineer – Travel Ready

Bidwells LLP; Cambridge; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Company car/car allowance

Pension (up to 8%)

Holiday + birthday off

Private medical cover

Job summary

Bidwells LLP in Cambridge is seeking an IT Support Engineer to join our Service Desk, acting as the go-to for resolving IT issues and keeping colleagues connected and productive. You’ll deliver 1st and 2nd line support across the business with a strong focus on customer service, troubleshooting hardware and software, and ensuring security compliance.

The role combines hands-on IT tasks with involvement in projects, working with Office 365, Teams, SharePoint and other Microsoft cloud services.

Qualifications

• Strong experience supporting Windows environments.
• In-depth knowledge of Microsoft cloud services: Office 365, Teams, SharePoint, Power Platform.
• Hands-on experience resolving hardware issues (PCs, laptops, printers, mobiles) and software issues.
• Excellent customer service and communication skills, with the ability to manage expectations diplomatically.
• Experience using an IT service management tool (e.g. ServiceNow).
• Ability to prioritise workload and work flexibly as part of a team.

Responsibilities

• Deliver 1st and 2nd line IT support via phone, email, chat, remote tools and face-to-face, with a focus on first-time resolution.
• Support colleagues onsite and remotely, escalating issues when needed.
• Install, configure and maintain laptops, mobile devices, printers, AV/telephony equipment and business applications.
• Manage onboarding and offboarding processes, ensuring smooth setup and security compliance.
• Monitor IT systems and alerts, taking proactive action to keep everything running smoothly.
• Keep accurate records in ServiceNow, including incidents, assets and knowledge base updates.
• Assist with hardware and software procurement, ensuring stock levels meet demand.
• Get involved in IT projects and upgrades, contributing to improvements and new initiatives.

Skills

Windows support

Microsoft 365

Hardware troubleshooting

Customer service

ITSM tooling

Education

ITIL Foundation certification

CompTIA A+

Tools

ServiceNow

Job description

Bidwells LLP in Cambridge is seeking an IT Support Engineer to join our Service Desk, acting as the go-to for resolving IT issues and keeping colleagues connected and productive. You’ll deliver 1st and 2nd line support across the business with a strong focus on customer service, troubleshooting hardware and software, and ensuring security compliance.

The role combines hands-on IT tasks with involvement in projects, working with Office 365, Teams, SharePoint and other Microsoft cloud services.