1st Line IT Support Engineer

Bidwells; Cambridge; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Company car/car allowance

Pension up to 8% matching

28 days holiday + birthday off

Job summary

Bidwells in Cambridge is seeking an IT Support Engineer to join the Service Desk. You’ll provide 1st/2nd line support, manage devices and apps, and help keep colleagues productive across the business.

You’ll travel monthly to regional offices, with a driving licence and own transport essential for in-person visits. The role blends user support with hardware/software management and project involvement.

Qualifications

• Strong experience providing Windows-based support in a busy environment.
• Solid knowledge of Microsoft 365 cloud services (Office, Teams, SharePoint, Power Platform).
• Hands-on hardware/software troubleshooting and incident resolution.
• Excellent customer service and clear communication, diplomacy in expectations.
• Experience using ITSM tools and asset management systems.

Responsibilities

• Deliver 1st and 2nd line IT support via phone, email, chat, and in person.
• Configure and maintain laptops, mobiles, printers, AV/telephony, and apps.
• Manage onboarding/offboarding and security compliance.
• Monitor systems, handle incidents, and keep records in ServiceNow.
• Provide remote and onsite support, escalating as needed.
• Assist with procurement and involvement in IT projects.

Skills

Windows support

Microsoft 365

Teams

SharePoint

Power Platform

Hardware troubleshooting

ServiceNow

Customer service

IT security basics

ITSM familiarity

Education

null

Tools

ServiceNow

Job description

Are you passionate about technology and enjoy helping people?

If so, Bidwells is looking for an enthusiastic IT Support Engineer to join our friendly Service Desk team based at our head office in Cambridge, where you'll be the go-to person for resolving IT issues and keeping our colleagues connected and productive.

In this people-facing role, your excellent customer service skills will shine as you provide responsive and professional 1st and 2nd line support across the business.

This is a hands-on, varied position that blends user support with hardware and software management, system administration, and involvement in exciting project work. You'll have the chance to broaden your technical expertise, work with a wide range of technologies, and make a real impact on how IT services are delivered.

As part of the role, you'll travel monthly to our regional offices such as Oxford, Milton Keynes, Norwich and London to tackle in-person support tickets that can't be resolved remotely, while also building strong relationships with teams across the business.

For this reason, a full driving licence and access to a vehicle is essential.

What you’ll be doing

• Delivering 1st and 2nd line IT support via phone, email, chat, remote tools and face-to-face, with a strong focus on first-time resolution and excellent customer service.
• Supporting colleagues across the business, both onsite and remotely, escalating issues when needed.
• Installing, configuring and maintaining laptops, mobile devices, printers, AV/telephony equipment and business applications.
• Managing onboarding and offboarding processes, ensuring smooth setup and security compliance.
• Monitoring IT systems and alerts, taking proactive action to keep everything running smoothly.
• Keeping accurate records in ServiceNow, including incidents, assets and knowledge base updates.
• Assisting with hardware and software procurement, ensuring stock levels meet demand.
• Getting involved in IT projects and upgrades, contributing to improvements and new initiatives.

About You

Essential

• 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 (off-the-shelf and bespoke).
• 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, solve problems effectively and work flexibly as part of a team.
• Full UK driving licence and own transport for occasional office visits.

Desired

• Experience working in a professional services or multi-site environment.
• ITIL Foundation certification or familiarity with ITIL practices.
• Relevant technical certifications (CompTIA A+, Microsoft Certified, etc.).
• Experience liaising with 3rd party suppliers or support organisations.

Why Bidwells?

We're a different kind of business. Whilst we're a major player in the property sector, Bidwells remains a privately-owned, independent Partnership, with an inclusive, entrepreneurial culture. We give our people autonomy and take the time to listen.

What's in it for you

• Competitive Salary: We recognise and reward talent with generous salary and group bonus scheme. As a Real Living Wage employer, we're committed to fair pay that reflects the true cost of living.
• Comprehensive Benefits: Including company car/car allowance, up to 8% matched pension, 28 days holiday (+ bank holidays) as a minimum, along with your birthday off work, paid sabbaticals, private medical cover, medicash plan, lifestyle discounts and perks, and more.
• Professional Development: Continuous learning, study support and promotion opportunities.
• Innovative Culture: Be part of a forward-thinking team at the forefront of industry trends.
• Family Friendly: We offer enhanced family leave policies to support individuals close to you.
• Work-Life Balance: We value your well-being and offer agile working to support it.

Bidwells is dedicated to fostering a truly inclusive culture of belonging, where everyone can thrive and success as their true and authentic selves at every level. We are committed to equal employment opportunity and positively encourage applications from all suitably qualified and eligible candidates regardless of race, sex, gender, gender identity or expression, disability, age, sexual orientation, transgender status, religion or belief. Flexible working requests are considered from day one.