2nd Line Support Engineer

Job Advert Are you an experienced IT Support professional looking to take the next step in your career? If so, Bidwells are currently looking for a 2nd Line Support Engineer to join our service desk team. 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.

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.

What you'll be doing

2nd Line Support & Systems 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.

What We're Looking Fo r 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. Esse...

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