Senior IT Support Engineer Cambridge IT

• 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., * 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.

• 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.

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.

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., 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.