1st Line Support Engineer

Salary: £24,000 - 64,000 per year

Requirements:

• Strong experience supporting Windows environments.
• In-depth knowledge of Microsoft cloud services, including Office 365, Teams, SharePoint and Power Platform.
• Hands-on experience resolving hardware issues involving PCs, laptops, printers and mobile devices, as well as software issues involving off-the-shelf and bespoke applications.
• Excellent customer service and communication skills, including the ability to manage expectations diplomatically.
• Experience using an IT service management tool such as ServiceNow.
• Ability to prioritise workload, solve problems effectively and work flexibly as part of a team.
• Full UK driving licence and access to a vehicle for occasional office visits.
• Desirable: experience in a professional services or multi-site environment; ITIL Foundation certification or familiarity with ITIL practices; relevant technical certifications such as CompTIA A or Microsoft Certified; and experience liaising with third-party suppliers or support organisations.

Responsibilities:

• Deliver responsive 1st and 2nd line IT support by phone, email, chat, remote tools and face-to-face, with a focus on first-time resolution and excellent customer service.
• Support colleagues across the business onsite and remotely, escalating issues when needed.
• Install, configure and maintain laptops, mobile devices, printers, AV and telephony equipment, and business applications.
• Manage onboarding and offboarding processes, ensuring smooth setup and security compliance.
• Monitor IT systems and alerts, taking proactive action to keep services running smoothly.
• Maintain accurate ServiceNow records, including incidents, assets and knowledge base updates.
• Assist with hardware and software procurement and help ensure stock levels meet demand.
• Contribute to IT projects, upgrades and service improvements.
• Travel monthly to regional offices, including Oxford, Milton Keynes, Norwich and London, to handle support tickets that cannot be resolved remotely and build relationships with teams.

Technologies:

• Cloud
• Hardware
• Support
• ITIL
• Mobile
• Office 365
• Security
• ServiceNow
• SharePoint
• Windows

More:

We are Bidwells, a privately owned, independent Partnership and a major player in the property sector. We are seeking an IT Support Engineer to join our friendly Service Desk team at our Cambridge head office. We offer a competitive salary, a group bonus scheme, a company car or car allowance, up to 8% matched pension, at least 28 days of holiday plus bank holidays, a day off for your birthday, paid sabbaticals, private medical cover, a Medicash plan, lifestyle discounts, professional development and study support, enhanced family leave, and agile working. We value an inclusive, entrepreneurial culture, autonomy and wellbeing, and are committed to equal opportunity and a culture of belonging. Flexible working requests are considered from day one.

last updated 39 week of 2026