IT Support Engineer — 1st/2nd Line, Multi-Site

Bidwells LLP; Cambridge; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Company car / car allowance

Pension (match)

Private medical cover

28 days holiday + bank holidays

Birthday leave

Job summary

Bidwells LLP in Cambridge is seeking an IT Support Engineer to join the Service Desk. You will provide 1st and 2nd line support, work onsite and remotely, and assist with hardware, software, and system administration across the business.

You’ll travel monthly to regional offices (Oxford, Milton Keynes, Norwich, London) for in-person issues and build strong relationships across teams. A full UK driving licence is essential.

Qualifications

• Strong experience supporting Windows environments.
• In-depth knowledge of Microsoft cloud services: Office 365, Teams, SharePoint, Power Platform.
• Hands-on experience resolving hardware issues (PCs, laptops, printers, mobiles) and software issues (off-the-shelf and bespoke).
• Excellent customer service and communication skills, with the ability to manage expectations diplomatically.
• Experience using an IT service management tool (ServiceNow).
• Ability to prioritise workload, solve problems effectively and work flexibly as part of a team.
• Full UK driving licence and own transport for occasional office visits.

Responsibilities

• Delivering 1st and 2nd line IT support via phone, email, chat, remote tools and face‑to‑face, with a strong focus on first‑time resolution and excellent customer service.
• Supporting colleagues across the business, both onsite and remotely, escalating issues when needed.
• Installing, configuring and maintaining laptops, mobile devices, printers, AV/telephony equipment and business applications.
• Managing onboarding and offboarding processes, ensuring smooth setup and security compliance.
• Monitoring IT systems and alerts, taking proactive action to keep everything running smoothly.
• Keeping accurate records in ServiceNow, including incidents, assets and knowledge base updates.
• Assisting with hardware and software procurement, ensuring stock levels meet demand.
• Getting involved in IT projects and upgrades, contributing to improvements and new initiatives.

Skills

Windows support

Office 365

Teams

SharePoint

Power Platform

Hardware issues

Customer service

ServiceNow

Driving licence

Tools

ServiceNow

Job description

Bidwells LLP in Cambridge is seeking an IT Support Engineer to join the Service Desk. You will provide 1st and 2nd line support, work onsite and remotely, and assist with hardware, software, and system administration across the business.

You’ll travel monthly to regional offices (Oxford, Milton Keynes, Norwich, London) for in-person issues and build strong relationships across teams. A full UK driving licence is essential.