2nd Line Support Engineer

Bidwells; Cambridge; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Real Living Wage employer

8% matched pension

28 days holiday + birthday off

Job summary

Bidwells in the United Kingdom is seeking an experienced 2nd Line IT Support Engineer to join our service desk. You will own escalated issues, provide expert support for hardware, software, and Microsoft 365, and guide 1st Line colleagues.

The role includes remote and onsite support across Bidwells offices, contributing to problem management, documentation, and IT projects while helping the team improve service delivery.

Qualifications

• Solid experience in 2nd Line IT Support or service desk.
• Strong knowledge of Microsoft 365.
• Experience troubleshooting hardware and software issues.
• Experience with IT service management / ticketing system.
• Excellent communication and customer service skills.
• Ability to prioritise and own resolutions.
• Willingness to travel between Bidwells offices with a full UK driving licence.

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

Skills

2nd Line Support

Microsoft 365

Problem solving

Escalation handling

Mentoring

Service desk

Tools

ITSM tooling

Servicely

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 Fo r

You're a highly motivated, skilled and experienced IT Support professional who is comfortable working in a dynamic environment and loves tackling challenges. You'll enjoy bringing deep technical expertise and people skills to the team, and you'll be able to use your problem solving abilities to ensure our service remains agile and reliable.

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 e