IT Engineer, IT Support, Systems Administrator

Who are we looking for?

The IT Engineer is responsible for providing comprehensive 1st and 2nd line support across Bridewell’s technology estate. The role covers day-to-day operational support, troubleshooting, and service improvement, with a primary focus on Microsoft environments and additional responsibilities across AWS, Google Workspace, Apple, and other platforms.

• Respond to and resolve IT helpdesk incidents and service requests, providing both 1st and 2nd line support for end users within SLA times.
• Keeping the Mean Time to Resolve under 4 hours and the first contact/first fix rates at ≥70%
• Customer Satisfaction (CSAT) Score (Metric):
  Target: ≥90% positive feedback on closed tickets
• Ticket Ownership (OLA):
  Every ticket must have a named owner.
• Supporting the 3rd Line IT Engineer(s) and the Head of IT
• Troubleshoot and support Windows, Microsoft 365, Entra , and related Microsoft technologies.
• Administer and support SaaS and Cloud platforms including AWS and Google Workspace (user management, basic configuration, troubleshooting).
• Provide technical support for Apple devices (macOS, iOS) and other end-user technologies.
• Build, configure, and deploy laptops, desktops, and mobile devices for staff.
• Maintain accurate IT asset and inventory records.
• Assist with the deployment and management of security tools, endpoint protection, and compliance solutions.
• Contribute to the creation and update of IT policies, procedures, and knowledge base articles.
• Support onboarding and offboarding processes (account setup, access management, device allocation). “JML”
• Collaborate with IT colleagues and third-party vendors to resolve complex issues.
• Participate in IT projects, upgrades, and service improvement initiatives.
• Act as a point of escalation for persistent or complex technical issues.
• Document Everything:
  Every interaction, fix, and workaround should be logged to build team knowledge and improve future support.

• Experience in 1st and 2nd line IT support, preferably in a Microsoft-centric environment.
• Working knowledge of Microsoft 365, Windows 10/11, Azure Entra.
• Exposure to AWS and Google Workspace administration is desirable.
• Familiarity with Apple device support and mobile device management.
• Understanding of IT asset management processes.
• Experience with IT service management tools.
• Strong troubleshooting and communication skills.
• Ability to work independently and as part of a team.

Our vision is to create a safe, inclusive digital world where people and organisations can thrive. Our values of Do the Right Thing, One Team and Above and Beyond emphasises the importance of the part we play in society, and our commitment to our people and clients. Our story to-date has been phenomenal, but success doesn’t end here and as we continue to grow and scale, we want to keep the same culture, passion and commitment to high quality that has enabled us to get this far.

Bridewell will provide a great career opportunity with continual development as well as the following:

• 25 Days Holiday - Plus buy and sell options
• Flexible Working (around core office hours)
• Employee Benefit Trust
• Company Pension
• Personal Day & Birthday Off - After 1 year of service
• Family Leave – After 1 year of service
• Enhanced Maternity based on length of service
• Dedicated Training Budget
• Life Assurance
• Electric Vehicle Scheme & Cycle to Work Scheme
• Private Healthcare (incl. Gym discounts and vision care)

Bridewell operates a hybrid and flexible working policy, however you will be required to travel to different sites on occasion.

To be eligible for this job you must either hold SC or be eligible and willing to go through security clearance.