2nd Line Service Desk Engineer

Bridewell; Cardiff; Hybrid; GBP 27,000 - 35,000; Full time

Job summary

A leading cyber security services company, Bridewell, is seeking an experienced 2nd Line Service Desk Engineer. This role is integral to enhancing user experience and involves handling complex support queries in a dynamic environment. With opportunities for growth into engineering or consulting positions, candidates will benefit from a hybrid working policy and robust personal development programs.

Benefits

25 Days Holiday

Flexible Working

Performance Incentive Bonus

Company Pension

Employee Shareholder Scheme

Dedicated Training Budget

Life Assurance

Private Healthcare

Qualifications

• Experience in a 2nd Line or strong 1st Line support role.
• Confidence with Windows 10/11 and end-user devices.
• Familiarity with device lifecycle management.

Responsibilities

• Handle escalated 2nd line support requests.
• Administer Microsoft 365 services.
• Guide junior team members.

Skills

Troubleshooting

Microsoft 365

Interpersonal skills

Education

MS-900 certification

Tools

Intune

Azure AD

Salesforce

HaloITSM

Job description

Join to apply for the 2nd Line Service Desk Engineer role at Bridewell

1 day ago Be among the first 25 applicants

Join to apply for the 2nd Line Service Desk Engineer role at Bridewell

Direct message the job poster from Bridewell

Talent Acquisition Business Partner at Bridewell

About Bridewell

One of the most exciting prospects in the UK cyber security sector today, Bridewell is a leading cyber security services company specialising in protecting and transforming critical business functions for some of the world's most trusted organisations. We are the trusted partner for operators of essential services and provide end-to-end cyber security capabilities that help our clients overcome their security challenges, allowing them to operate safely and securely.

Bridewell holds the Gold level, Investors in People award which we feel solidifies and reflects on the outstanding calibre that makes us truly one team.

Who are we looking for?

We are looking for an experienced 2nd Line Service Desk Engineer to be the go-to person for more complex support queries - helping resolve issues, configure devices, and support junior team members in their development. Working closely with our Head of IT and other IT team members, you'll play a key role in maintaining a smooth user experience across the business while contributing to the maturity and professionalism of our IT function.

This role offers strong learning opportunities, exposure to a modern tech stack, and a pathway into engineering, consulting, or project delivery roles as you grow.

What you'll be doing

• Handling escalated 2nd line support requests across hardware, software, and cloud environments.
• Administering and supporting Microsoft 365, including Exchange, Teams, SharePoint, and Azure AD.
• Supporting Intune device management and contributing to the end-user build and configuration process.
• Assisting with tasks in Salesforce and HaloITSM, ensuring effective tracking and service delivery.
• Leading by example on the service desk - guiding junior team members and sharing knowledge.
• Contributing to documentation, process improvement, and IT governance efforts.
• Participating in project work where available, depending on skillset and development goals.
• Supporting flexible working patterns with occasional out-of-hours or ad hoc support when required.

You will need to have experience in:

• Experience in a 2nd Line or strong 1st Line support role, with good troubleshooting ability.
• Confidence working with Microsoft 365, Windows 10/11, and end-user devices.
• Familiarity with device lifecycle management, build/imaging processes, and configuration standards.
• Experience or interest in tools like Intune, Azure AD, Teams, and Salesforce.
• Great interpersonal skills - able to support users with empathy and guide less experienced colleagues.
• A proactive attitude and willingness to contribute to a growing, evolving team.
• MS-900 or similar certification is a bonus, but not essential - we'll support your development.

What's in it for you?

Our vision is to create a safe, inclusive digital world where people and organisations can thrive. Our values of Do the Right Thing, One Team and Above and Beyond emphasises the importance of the part we play in society, and our commitment to our people and clients. Our story to-date has been phenomenal, but success doesn't end here and as we continue to grow and scale, we want to keep the same culture, passion and commitment to high quality that has enabled us to get this far. Bridewell will provide a great career opportunity with continual development as well as the following:

• 25 Days Holiday - Plus buy and sell options
• Flexible Working (around core office hours)
• Performance Incentive Bonus
• Company Pension
• Employee Shareholder Scheme
• Personal Day & Birthday Off - After 1 year of service
• Family Leave - After 1 year of service
• Enhanced Maternity based on length of service
• Dedicated Training Budget
• Life Assurance
• Electric Vehicle Scheme & Cycle to Work Scheme
• Private Healthcare (incl. Gym discounts and vison care)

Location: Bridewell operates a hybrid and flexible working policy, however you will be required to travel to different sites on occasion.

Note: To be eligible for this job you must either hold SC or be eligible and willing to go through security clearance.

Bridewell values diversity in the workplace and is a fair and equal opportunity employer. We are committed to creating an equal and inclusive working environment, with the aim that our employees will be truly representative of all sections of society and each person feels respected and able to give their best.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care, Non-profit Organizations, and Government Administration

Referrals increase your chances of interviewing at Bridewell by 2x

Get notified about new Service Desk Engineer jobs in Cardiff, Wales, United Kingdom.

Bristol, England, United Kingdom 3 weeks ago

Aberdare, Wales, United Kingdom £27,000.00-£35,000.00 2 weeks ago

Bristol, England, United Kingdom 1 week ago

Bristol, England, United Kingdom 5 days ago

Bristol, England, United Kingdom 5 days ago

Senior 2nd Line Service Desk Engineer - GBP 38000

Senior 2nd Line Service Desk Engineer - GBP 38000

Bristol, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.