1st Line Support Engineer

Bidwells; Cambridge; Remote; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Company car/car allowance

8% matched pension

28 days holiday (+ bank holidays)

Birthday off work

Paid sabbaticals

Private medical cover

Medicash plan

Lifestyle discounts and perks

Promotion opportunities

Job summary

Bidwells is seeking an enthusiastic IT Support Engineer to join our Service Desk at our Cambridge head office. You will resolve IT issues, keep colleagues productive, and travel monthly to regional offices for in-person support.

You’ll handle hardware, software, and cloud services, with a strong focus on customer service and first-time resolution. A full UK driving licence is essential.

Qualifications

• Strong experience supporting Windows environments.
• Office 365, Teams, SharePoint and Power Platform knowledge.
• Hands-on hardware and software issue resolution.
• Excellent customer service and communication skills.
• Experience with ITSM tools (ServiceNow).
• Ability to prioritise and work in a team.
• Full UK driving licence and own transport.

Responsibilities

• Deliver 1st/2nd line IT support via phone, email, chat and in person, with focus on first-time resolution.
• Support colleagues onsite and remote, escalating issues when needed.
• Install, configure and maintain laptops, mobiles, printers, AV/telephony, and apps.
• Manage onboarding/offboarding, ensuring secure setup.
• Monitor IT systems and alerts; take proactive steps to keep services running.
• Keep ServiceNow records for incidents, assets and knowledge base updates.
• Assist with hardware/software procurement and stock management.
• Participate in IT projects and upgrades, contributing to improvements.

Skills

Windows environments

Microsoft 365 suite

Hardware troubleshooting

Customer service

ITSM (ServiceNow)

Problem solving

Driving licence

Education

Bachelor or equivalent in IT field

Certifications (CompTIA A+, ITIL)

Tools

ServiceNow

Remote tools

Office 365 Admin

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 license 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 prioritize 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 succeed 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.