2nd Line IT Engineer

The HBP Group; Peterborough; On-site; GBP 32,000 - 42,000; Full time

Job summary

The HBP Group is seeking a 2nd Line IT Engineer in Peterborough to resolve complex IT issues, take ownership of tickets, and keep customers updated in line with agreed service levels. You will diagnose problems, implement fixes, and document solutions for repeatability, helping to minimise downtime and improve service quality.

Working with 1st line staff and our senior engineers, you will explore AI-driven automation opportunities, apply ITIL processes, ensure secure, reliable systems, and

Qualifications

• 3+ years in technical support or service desk.
• Experience diagnosing and resolving IT issues.
• Ability to prioritise requests by urgency and impact.
• Strong communication and customer service skills.
• Experience with ITIL or similar service management.

Responsibilities

• Resolve technical issues escalated from 1st Line Support, working to agreed service levels and keeping customer downtime to a minimum.
• Log, prioritise and manage support requests, maintaining clear records and escalating complex issues to senior engineers when needed.
• Provide regular, clear updates by phone and email, managing expectations and explaining solutions without technical jargon.
• Take part in monitoring tools to identify potential problems, take corrective action and escalate where required.
• Keep troubleshooting guides and customer records accurate, while helping colleagues and customers build their knowledge.
• Identify recurring issues and suggest improvements to processes, including opportunities to use AI and automation.
• Take part in training and learn from colleagues to strengthen your expertise.
• Follow service desk procedures and security policies, staying alert to potential threats and reporting concerns promptly

Skills

3+ years IT support

Strong customer service

Effective communication

ITIL experience

Education

IT certifications desirable

Tools

Microsoft 365

Active Directory

Intune

Hyper-V

Networking basics

Job description

Keep Customers Working and Technology Moving

At The HBP Group, we believe great technology is only part of the solution. What truly sets us apart is our people and the effortless experience they create for our customers.

We’re looking for a 2nd Line IT Engineer who enjoys solving technical challenges, taking ownership of issues and keeping customers informed throughout.

You’ll investigate and resolve issues escalated from 1st Line Support, using your technical knowledge to minimise downtime and get customers back up and running. Working closely with our senior engineers, you’ll also identify opportunities to use AI and automation to make support faster and more effective.

If you’re a confident problem solver, organised under pressure and passionate about helping customers, we’d love to hear from you.

What You’ll Be Doing

• Resolve technical issues

Investigate and resolve issues escalated from 1st Line Support, working to agreed service levels and keeping customer downtime to a minimum.

• Take ownership of tickets

Log, prioritise and manage support requests, maintaining clear records and escalating complex issues to senior engineers when needed.

• Keep customers informed

Provide regular, clear updates by phone and email, managing expectations and explaining solutions without technical jargon.

Make time to support and coach junior members of the team, seeking to upskill them not only technically but also focusing on customer service and organisational skills.

• Monitor systems and respond to alerts

Use our monitoring tools to identify potential problems, take corrective action and elevate issues where required.

• Share knowledge and maintain documentation

Keep troubleshooting guides and customer records accurate, while helping colleagues and customers build their knowledge.

• Improve how we deliver support

Identify recurring issues and suggest improvements to processes, including opportunities to use AI and automation.

• Develop your technical skills

Take part in training and learn from colleagues and experience to strengthen your expertise.

• Support secure and consistent service

Follow service desk procedures and security policies, staying alert to potential threats and reporting concerns promptly

What You’ll Bring

We're looking for someone who combines deep technical knowledge with outstanding customer skills.

Essential Qualifications, Skills and Experience

• Right to work in the UK and a full UK driving licence.
• At least 3 years experience in technical support or a service desk role, diagnosing and resolving customer IT issues.
• Practical experience troubleshooting IT systems and software, using remote support tools and ticket management systems.
• Ability to prioritise support requests based on urgency, business impact and agreed service levels.
• Strong communication and customer service skills, with the ability to explain technical issues clearly.
• Experience working collaboratively to resolve issues and achieve shared team objectives.
• Experience working with ITIL processes or a similar service management framework.

Technical expertise

You'll have experience across several of the following:

• Microsoft 365 administration - ie SharePoint, Exchange Online and Teams etc
• Windows 10 and 11, desktops, laptops and peripherals
• Active Directory and Entra ID, including user accounts, permissions and access issues
• Windows Server Administration including Hyper-V
• Networking, including TCP/IP, VLANs, DNS, DHCP, WiFi and VPN connectivity
• Managing Firewalls including policy administration, diagnostic troubleshooting and updating/maintenance
• Endpoint management tools such as Intune
• Remote desktop environments and remote support tools
• Backup monitoring and investigating failed backups
• Security tools, including antivirus, endpoint protection and multifactor authentication

Microsoft certifications and networking certifications are highly desirable.

What Makes You Different

Technical skills will get you noticed.

Your attitude is what will make you successful.

At The HBP Group, we value people who:

• See issues through and take responsibility for getting them resolved.
• Keep customers informed with clear, honest and timely updates.
• Explain technical matters in a way that makes sense to everyone.
• Bring a calm, practical approach to challenging situations.
• Share knowledge and work closely with colleagues to find solutions.
• Suggest better ways of working that improve the support we provide.

Every conversation is an opportunity to give customers confidence and make their working day easier.

Why Join The HBP Group?

We're committed to creating an environment where talented people can do their best work.

• Working with modern Microsoft and infrastructure technologies
• Exposure to complex enterprise environments
• Opportunities for technical development and certifications
• A collaborative, supportive culture
• Genuine autonomy and responsibility
• A role where your expertise has real impact on customers and the business

Closing Date: 30th November 2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.