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# ICT User Support Engineer

- **Company:** Bedfordshire Fire and Rescue Service
- **Location:** Cambourne, UK
- **Salary:** £35,412.0 - £38,220.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Exchange Server, Microsoft Office, Data Logging, Tablet Computers, User Administration
- **Published:** July 11, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=c9e21a6ed6d3c2d6

## About the Role

* BETC level 2 qualification in ICT or equivalent working experience.
 * In-depth experience working on a Service Desk, handling telephone calls, assigning and escalating calls to internal and external support providers, and managing calls with 3rd party support agencies through to resolution.
 * In depth experience of installing, managing, maintaining and upgrading all aspects of the end user infrastructure including end user delivery technologies, end user devices, security and Microsoft 365 desktop products.
 * In depth experience of delivering ICT user infrastructure support in a multiple site environment.
 * In depth experience of supporting user administration in MS Exchange and Active Directory.
 * Excellent customer service skills with a proactive, customer focussed approach to support and find solutions.
 * Strong organisational skills and the ability to work independently to meet deadlines, with the ability to work unsupervised.
 * Ability to work methodically and logically to coordinate and plan workloads, adapt to changing priorities, and meet Service Level Agreement targets.
 * Current full driving licence with no pending issues.

## Description

We are looking for an experienced ICT User Support Engineer who will be providing a customer focused 1st and 2nd line ICT support service to users across Bedfordshire and Cambridgeshire Fire and Rescue Services.
In this role you will be working as part of the ICT User Support Team and will be logging and managing calls to successful resolution, keeping users informed throughout the process and visiting users to resolve issues as and when required., * Proactively manage calls, prioritising tasks to meet Service Level Agreements (SLAs).

 * Provide technical support for Microsoft Office, Exchange, and Active Directory.
 * Allocate and escalate calls to internal and external support groups.
 * Undertake the installation, testing, upgrading, control and management of all configuration items of the ICT user infrastructure including laptops, tablets, phones, etc.
 * Maintain accurate documentation and asset registers.


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