Senior 2nd Line IT Support Engineer – Hybrid & Growth
Bidwells
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Benefits offered by this job
Job summary
Bidwells in Cambridge is seeking an experienced 2nd Line IT Support Engineer to join our Service Desk. You will own escalated issues, troubleshoot across hardware, software and Microsoft 365, and ensure colleagues have reliable technology.
You’ll mentor 1st Line staff, collaborate with the wider IT team on problem management and projects, and contribute to continual service improvements. The role combines hands-on support with opportunities to grow technical skills and take on more
Qualifications
- Solid experience in 2nd Line IT Support or Service Desk.
- Strong knowledge of Microsoft 365 and business apps.
- Experience troubleshooting both hardware and software issues.
- Experience with an IT service management/ticketing system.
- Ability to mentor and guide 1st Line colleagues.
Responsibilities
- Provide 2nd line support across hardware, software and Microsoft 365 to resolve escalations.
- Support remotely and onsite, recording incidents in the ticketing system.
- Carry out root-cause analysis and propose improvements to IT processes.
- Create and maintain technical documentation and knowledge articles.
- Escalate and mentor 1st Line Engineers as needed.
- Support IT projects and liaise with third-party suppliers.
Skills
Education
Tools
Job description
Bidwells in Cambridge is seeking an experienced 2nd Line IT Support Engineer to join our Service Desk. You will own escalated issues, troubleshoot across hardware, software and Microsoft 365, and ensure colleagues have reliable technology.
You’ll mentor 1st Line staff, collaborate with the wider IT team on problem management and projects, and contribute to continual service improvements. The role combines hands-on support with opportunities to grow technical skills and take on more
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