1st Line Support Engineer

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

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 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.