2nd Line Support Engineer

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., 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.

Microsoft Azure, Problem Solving, 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., 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, * Active Directory

• Communication Skills
• Microsoft Azure
• Microsoft Office
• Microsoft Windows OS
• Networking Skills
• Problem Solving
• Technical Support
• User Experience & Management
• Windows Server Administration

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.