2nd Line IT Support Engineer | Microsoft 365

Bidwells; Cambridge; À distance; GBP 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Competitive salary and bonus

Pension up to 8% matched

28 days holiday + birthday off

Résumé du poste

Bidwells is seeking an experienced 2nd Line IT Support Engineer to join the Service Desk, taking ownership of complex issues and guiding 1st Line colleagues. You will troubleshoot escalations, support Microsoft 365, and contribute to problem management and technology projects across our multi-site offices.

You will mentor peers, document procedures, and collaborate with the wider IT function to continually improve service delivery and IT processes, with occasional off-site travel within the UK.

Qualifications

• Solid experience in 2nd Line IT Support or service desk
• Strong knowledge of Microsoft 365
• Experience troubleshooting hardware and software
• Proactive problem solving and ownership
• Clear technical documentation and knowledge articles
• Excellent communication and customer service
• Mentoring junior team members
• Valid UK driving licence and occasional travel to Bidwells offices
• Experience in multi-site or professional services
• ITIL Foundation knowledge
• Certifications: Microsoft, CompTIA or similar
• Experience supporting Teams, SharePoint, Power Platform
• Liaising with third-party vendors
• Experience mentoring or supporting junior/1st Line IT colleagues

Responsabilités

• Provide 2nd line technical support across hardware, software, Microsoft 365 and business applications
• Support colleagues remotely and onsite, incidents and requests logging and management through Servicely
• Troubleshoot complex issues with root-cause analysis and process improvements
• Create and maintain technical documentation and support procedures
• Act as escalation point for 1st Line, provide guidance and mentoring
• Work with IT team to manage workloads and improve Service Desk
• Support IT projects, system upgrades and migrations
• Liaise with third-party suppliers and provide occasional onsite support

Connaissances

2nd Line IT Support

Microsoft 365

Troubleshooting hardware

Troubleshooting software

ITIL Foundation

Microsoft Teams

SharePoint

Power Platform

Vendor management

Documentation

Outils

Servicely

Ticketing system

Description du poste

Bidwells is seeking an experienced 2nd Line IT Support Engineer to join the Service Desk, taking ownership of complex issues and guiding 1st Line colleagues. You will troubleshoot escalations, support Microsoft 365, and contribute to problem management and technology projects across our multi-site offices.

You will mentor peers, document procedures, and collaborate with the wider IT function to continually improve service delivery and IT processes, with occasional off-site travel within the UK.