2nd Line IT Support Engineer – Microsoft 365 & Mentoring

Bidwells LLP; Cambridge; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Real Living Wage employer

8% pension matching

28 days holiday + birthday off

Job summary

Bidwells LLP is seeking a 2nd Line IT Support Engineer to join the Service Desk. You will own escalated issues, provide remote and onsite support, and contribute to problem management and service improvements.

The role offers opportunities to mentor junior staff and work on technology projects across Bidwells. You will troubleshoot complex problems, document procedures, and collaborate with the wider IT team to enhance service delivery.

Qualifications

• Solid experience in a 2nd Line IT Support or similar role.
• Strong knowledge of Microsoft 365.
• Experience troubleshooting both hardware and software issues.
• Confident handling escalated and more complex technical problems.
• Experience working with an IT service management/ticketing system.
• Excellent communication and customer service skills, with the ability to support colleagues at all levels.
• Able to prioritise competing issues and take ownership through to resolution.
• Experience producing clear technical documentation and knowledge articles.
• A collaborative approach and willingness to support and develop less experienced team members.

Responsibilities

• Provide 2nd line technical support across hardware, software, Microsoft 365 and business applications, taking ownership of escalated issues through to resolution.
• Support colleagues remotely and onsite, ensuring incidents and requests are appropriately recorded and managed through Servicely.
• Troubleshoot complex and recurring issues, carrying out root-cause analysis and identifying opportunities to improve IT processes and service delivery.
• Create and maintain technical documentation, knowledge articles and support procedures.
• Act as a point of escalation for 1st Line Support Engineers, providing technical guidance and mentoring.
• Work with the wider IT team to manage workloads and continually improve the Service Desk.
• Support IT projects, system upgrades, migrations and new technologies; liaise with third-party suppliers.

Skills

2nd Line Support

Microsoft 365

Hardware & Software Troubleshooting

Escalation Handling

ITSM / Ticketing System

Communication Skills

Technical Documentation

Team Collaboration

Driving Licence

Tools

ITSM ticketing system

Job description

Bidwells LLP is seeking a 2nd Line IT Support Engineer to join the Service Desk. You will own escalated issues, provide remote and onsite support, and contribute to problem management and service improvements.

The role offers opportunities to mentor junior staff and work on technology projects across Bidwells. You will troubleshoot complex problems, document procedures, and collaborate with the wider IT team to enhance service delivery.