Are you ready to take the lead in delivering exceptional IT support?
We're looking for a Senior IT Support Engineer to join our busy Service Desk team based at our head office in Trumpington, Cambridge – someone who thrives on solving complex technical challenges and setting the standard for outstanding customer service.
In this pivotal role, you'll be the go-to expert for escalated issues across hardware, software and cloud platforms, ensuring swift and effective resolutions. But it’s not just about support – you’ll also play a key part in shaping how IT services evolve across the business. From system administration and documentation to driving improvement initiatives, this is a fantastic opportunity to make a real impact and help steer the future of our IT landscape.
As part of the role, you’ll travel occasionally to our regional offices in Milton Keynes, Norwich and London to tackle in-person support tickets that can’t be resolved remotely, while also building strong relationships with teams across the business.
For this reason, a full driving license and access to a vehicle is essential.
What you’ll be doing:
User Support & Service Delivery
* Resolving incidents and service requests efficiently, prioritising first-time resolution and keeping users informed via ‘ServiceNow’.
* Supporting both onsite and remote colleagues, escalating to 3rd line or external providers when needed.
* Delivering exceptional customer service whilst managing and resolving complex technical issues.
Systems & Hardware Management
* Installing, configuring and maintaining laptops, PCs, mobile devices, printers, AV/telephony and other essential hardware.
* Supporting software applications (off-the-shelf and bespoke) and managing onboarding/offboarding processes, including account setup and hardware allocation.
* Monitoring IT alerts and events, maintaining an up-to-date asset register and knowledge base.
Administration & Documentation
* Maintaining accurate records in ServiceNow, including incident logs, asset tracking and change documentation.
* Contributing to IT policies, procedures and technical documentation, ensuring knowledge articles remain current and useful.
* Supporting continuous improvement of IT service processes and standards.
Procurement & Projects
* Assisting with hardware, software and license procurement, ensuring compliance and stock availability.
* Participating in IT projects, upgrades and rollouts, collaborating with senior engineers and third-party suppliers.
* Driving service improvement initiatives and helping optimise IT processes across the department.
About You:
* Proven experience providing IT support within a Windows-based environment.
* In-depth knowledge of Microsoft cloud services – Office 365, Teams, SharePoint, Power Platform.
* Strong technical ability in diagnosing and resolving complex hardware (PCs, laptops, printers, mobiles) and software issues.
* Excellent customer service and communication skills with the ability to manage expectations diplomatically.
* Experience using an IT service management system (e.g. ServiceNow).
* Proven ability to plan, prioritise and deliver tasks effectively under pressure.
* Experience liaising with 3rd-party suppliers and support organisations.
* Full UK driving licence and own transport for travel between offices.
* Demonstrated initiative in problem-solving and maintaining up-to-date technical knowledge.
* TIL Foundation certification or familiarity with ITIL practices.
* Experience with Apple iOS device support and integration.
* Experience with SCCM or other deployment/management tools.
* Prior experience in a professional services or multi-site environment.
Why Bidwells?
We’re a different kind of business. Whilst we’re a major player in the property sector, Bidwells remains a privately-owned, independent Partnership, with an inclusive, entrepreneurial culture. We give our people autonomy and take the time to listen.
What’s in it for you
Competitive Salary: We recognise and reward talent.
Comprehensive Benefits: Including up to 8% matched pension, private medical, medicash plan, your birthday off work and lifestyle discounts and perks.
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.
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