Senior 2nd Line IT Support Engineer | Hybrid IT & Growth

Bidwells; Cambridge; In loco; GBP 32.000 - 42.000; Tempo pieno

Vantaggi offerti da questo lavoro

Real Living Wage employer

8% matched pension

28 days holiday + birthday off

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

2nd Line Support

Microsoft 365

Problem solving

Escalation handling

Mentoring

Service desk

Strumenti

ITSM tooling

Servicely

Descrizione del lavoro

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.