Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 1st and 2nd line IT support, troubleshoot issues, and improve services.
- Company: Bridewell, a leading cyber security services company in the UK.
- Benefits: 25 days holiday, flexible working, training budget, and private healthcare.
- Why this job: Join a dynamic team and make a real impact in cyber security.
- Qualifications: Experience in IT support, especially with Microsoft technologies.
- Other info: Hybrid working policy with opportunities for career growth.
The predicted salary is between 36000 - 60000 £ per year.
One of the most exciting prospects in the UK cyber security sector today, Bridewell is a leading cyber security services company specialising in protecting and transforming critical business functions for some of the world's most trusted organisations. We are the trusted partner for operators of essential services and provide end-to-end cyber security capabilities that help our clients overcome their security challenges, allowing them to operate safely and securely. Bridewell holds the Gold level, Investors in People award which we feel solidifies and reflects on the outstanding calibre that makes us truly one team.
The IT Engineer is responsible for providing comprehensive 1st and 2nd line support across Bridewell's technology estate. The role covers day-to-day operational support, troubleshooting, and service improvement, with a primary focus on Microsoft environments and additional responsibilities across AWS, Google Workspace, Apple, and other platforms.
What you’ll be doing:
- Respond to and resolve IT helpdesk incidents and service requests, providing both 1st and 2nd line support for end users within SLA times.
- Keeping the Mean Time to Resolve under 4 hours and the first contact/first fix rates at ≥70%.
- Customer Satisfaction (CSAT) Score (Metric): Target: ≥90% positive feedback on closed tickets.
- Ticket Ownership (OLA): Every ticket must have a named owner.
- Supporting the 3rd Line IT Engineer(s) and the Head of IT.
- Troubleshoot and support Windows, Microsoft 365, Entra ID, and related Microsoft technologies.
- Administer and support SaaS and Cloud platforms including AWS and Google Workspace (user management, basic configuration, troubleshooting).
- Provide technical support for Apple devices (macOS, iOS) and other end-user technologies.
- Build, configure, and deploy laptops, desktops, and mobile devices for staff.
- Maintain accurate IT asset and inventory records.
- Assist with the deployment and management of security tools, endpoint protection, and compliance solutions.
- Contribute to the creation and update of IT policies, procedures, and knowledge base articles.
- Support onboarding and offboarding processes (account setup, access management, device allocation).
- Collaborate with IT colleagues and third-party vendors to resolve complex issues.
- Participate in IT projects, upgrades, and service improvement initiatives.
- Act as a point of escalation for persistent or complex technical issues.
- Document everything: Every interaction, fix, and workaround should be logged to build team knowledge and improve future support.
Requirements:
- Experience in 1st and 2nd line IT support, preferably in a Microsoft-centric environment.
- Working knowledge of Microsoft 365, Windows 10/11, Azure Entra.
- Exposure to AWS and Google Workspace administration is desirable.
- Familiarity with Apple device support and mobile device management.
- Understanding of IT asset management processes.
- Experience with IT service management tools.
- Strong troubleshooting and communication skills.
- Ability to work independently and as part of a team.
Benefits:
- 25 Days Holiday – Plus buy and sell options
- Flexible Working (around core office hours)
- Employee Benefit Trust
- Company Pension
- Personal Day & Birthday Off – After 1 year of service
- Family Leave – After 1 year of service
- Enhanced Maternity based on length of service
- Dedicated Training Budget
- Life Assurance
- Electric Vehicle Scheme & Cycle to Work Scheme
- Private Healthcare (incl. Gym discounts and vision care)
Location: Bridewell operates a hybrid and flexible working policy, however you will be required to travel to different sites on occasion.
Security Clearance: To be eligible for this job you must either hold SC or be eligible and willing to go through security clearance.
Equal Opportunity Statement: Bridewell values diversity in the workplace and is a fair and equal opportunity employer. We are committed to creating an equal and inclusive working environment, with the aim that our employees will be truly representative of all sections of society and each person feels respected and able to give their best.
IT Engineer in Cardiff employer: Bridewell
Contact Detail:
Bridewell Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Engineer in Cardiff
✨Tip Number 1
Network like a pro! Reach out to folks in the cyber security sector, especially those at Bridewell. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Show off your skills! If you've got experience with Microsoft environments or AWS, make sure to highlight that in conversations. Practical examples of how you've tackled IT issues can really impress.
✨Tip Number 3
Don’t forget to follow up! After interviews or networking events, drop a quick thank-you note. It shows you're keen and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Bridewell team.
We think you need these skills to ace IT Engineer in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Engineer role. Highlight your experience in 1st and 2nd line support, especially in Microsoft environments. We want to see how your skills match what we're looking for!
Show Off Your Troubleshooting Skills: In your application, give examples of how you've tackled technical issues in the past. We love seeing your problem-solving abilities in action, so don’t hold back on those success stories!
Be Clear and Concise: When writing your cover letter, keep it clear and to the point. We appreciate straightforward communication, so make sure you get your key points across without any fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Bridewell
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows 10/11, and Azure Entra. Be ready to discuss your experience with these technologies and how you've used them in previous roles. This will show that you're not just familiar with the tools but can also troubleshoot effectively.
✨Demonstrate Your Problem-Solving Skills
Prepare to share specific examples of how you've resolved IT issues in the past. Think about times when you had to troubleshoot complex problems or improve service delivery. Highlighting your ability to keep Mean Time to Resolve under 4 hours will impress the interviewers.
✨Show Off Your Customer Service Skills
Since customer satisfaction is key, be ready to talk about how you've achieved high CSAT scores in your previous roles. Share anecdotes that demonstrate your communication skills and how you handle difficult situations with end users. This will show that you value customer feedback and are committed to providing excellent support.
✨Be Ready to Collaborate
Bridewell values teamwork, so think about how you've worked with colleagues and third-party vendors in the past. Prepare to discuss your experiences in collaborative projects or service improvement initiatives. This will highlight your ability to work well within a team and contribute positively to the company culture.