2nd Line Support Engineer

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

Job Advert

Are you an experienced IT Support professional looking to take the next step in your career? If so, Bidwells are currently looking for a 2nd Line Support Engineer to join our service desk team.

As a 2nd Line IT Support Engineer, you’ll play a key role in delivering high-quality technical support to colleagues across Bidwells. Sitting within our Service Desk team, you’ll take ownership of more complex technical issues, troubleshoot escalations from 1st Line Support and help ensure our people have the technology they need to work effectively.

You’ll be a knowledgeable and approachable point of contact within the team, supporting and mentoring 1st Line colleagues while working closely with the wider IT function on problem management, continual improvement and technology projects.

This is a great opportunity for an experienced support engineer who enjoys problem solving, working with people and taking ownership, with plenty of scope to develop their technical skills and take on greater responsibility.

What you’ll be doing:

2nd Line Support & Systems

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.

Problem Management & Service Improvement

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.

Team Support

Act as a point of escalation for 1st Line Support Engineers, providing technical guidance, knowledge sharing and informal mentoring.

Work closely with the wider IT team to manage workloads, resolve issues and continually improve the Service Desk.

Projects & Technology

Support IT projects, system upgrades, migrations and the implementation of new technologies.

Liaise with third-party suppliers where required and provide occasional onsite support across other Bidwells offices.

What We’re Looking For

We’re looking for someone who is technically capable but equally strong with people. You’ll enjoy getting to the bottom of problems, taking responsibility and helping colleagues get back up and running quickly.

You’ll be approachable, organised and confident communicating with people at all levels, while also being willing to share your knowledge with the wider Service Desk team. Most importantly, you’ll have a proactive mindset, looking beyond the immediate fix to understand why problems happen and how we can prevent them happening again.

Essential

• Solid experience within a 2nd Line IT Support, Service Desk or similar technical support 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.
• Strong problem-solving skills with a proactive approach to identifying and resolving issues.
• 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.
• Full UK driving licence and ability to travel occasionally between Bidwells offices.

Desirable

• Experience within a professional services or multi-site organisation.
• ITIL Foundation qualification or good knowledge of ITIL principles.
• Microsoft, CompTIA or other relevant technical certifications.
• Experience supporting Microsoft cloud technologies including Teams, SharePoint and Power Platform.
• Experience working with third-party technology suppliers.
• Previous experience mentoring or supporting junior/1st Line IT colleagues

What’s in it for you

Competitive Salary:

We recognise and reward talent with generous salary and bonus scheme. As a Real Living Wage employer, we’re committed to fair pay that reflects the true cost of living.

Comprehensive Benefits:

Including up to 8% matched pension, 28 days holiday (+ bank holidays) as a minimum, along with your birthday off work, a wellness day, 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.

Recruitment agencies:

Bidwells do not require agency support for this role. Bidwells only pay agency fees where we have a signed agreement in place and that agency has been previously contacted and specifically directed by a member of our recruitment team. We do not pay agency fees when speculative and unsolicited CVs are submitted to Bidwells or any of our employees other than via our careers website and through our recruitment process. If this is not adhered to, agency fees will not be paid. Submission of any unsolicited CVs or proposals to Bidwells will be deemed evidence of full and unlimited acceptance of this approach