At a Glance
- Tasks: Provide 2nd line technical support and troubleshoot complex IT issues.
- Company: Join Bidwells, a forward-thinking company with a collaborative culture.
- Benefits: Enjoy competitive salary, generous holiday, wellness days, and professional development opportunities.
- Other info: Flexible working options and a commitment to inclusivity.
- Why this job: Make a real impact by solving problems and supporting your colleagues.
- Qualifications: Experience in 2nd Line IT Support and strong knowledge of Microsoft 365 required.
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.
2nd Line Support Engineer in Cambridge employer: Bidwells LLP
At Bidwells, we pride ourselves on fostering a supportive and collaborative work environment that empowers our employees to thrive. As an Assistant Rent Accountant in Inverness, you will benefit from competitive salary packages, ongoing professional development opportunities, and a culture that values innovation and teamwork. Join us to be part of a dynamic team where your contributions are recognised and rewarded, all while enjoying the beautiful surroundings of Inverness.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer in Cambridge
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Bidwells LLP values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Bidwells LLP might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Bidwells LLP!
✨Direct Apply to Bidwells LLP
Let's not forget to apply directly through the Bidwells LLP website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Support Engineer in Cambridge
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Bidwells LLP.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Bidwells LLP. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Bidwells LLP
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
