2nd Line IT Engineer – AI-Driven Support & Automation

The HBP Group; Scunthorpe; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Technical development and certs

Office-based role in Scunthorpe

Supportive team culture

Job summary

The HBP Group is seeking a 2nd Line IT Engineer to take ownership of escalated issues, investigate and resolve them, and keep customers informed throughout the process. You’ll work with our senior engineers and explore AI/automation opportunities to improve service delivery.

Ideal candidates will have 3+ years in technical support, strong communication skills, and experience with Microsoft 365, Active Directory, Windows Server, and Intune. On-site role in the UK with opportunities for growth.

Qualifications

• At least 3 years experience in technical support or a service desk role.
• Experience with remote support tools and ticket management systems.
• Ability to prioritise support requests based on urgency and impact.
• Strong communication and customer service skills.
• Experience with ITIL processes or similar service management.
• Right to work in the UK and a full UK driving licence.

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.
• Support and coach junior team members on customer service and organizational skills.
• Use monitoring tools to identify potential problems, take corrective action and escalate where needed.
• Keep troubleshooting guides and customer records accurate, while helping colleagues and customers build knowledge.
• Identify recurring issues and suggest process improvements including AI and automation.
• Take part in training to strengthen expertise.

Skills

3+ years experience in technical IT or

Strong communication

Customer-focused

ITIL knowledge

Troubleshooting IT systems

Tools

Microsoft 365 administration

Active Directory

Windows Server administration

Intune

Remote support tools

Backup monitoring tools

Job description

The HBP Group is seeking a 2nd Line IT Engineer to take ownership of escalated issues, investigate and resolve them, and keep customers informed throughout the process. You’ll work with our senior engineers and explore AI/automation opportunities to improve service delivery.

Ideal candidates will have 3+ years in technical support, strong communication skills, and experience with Microsoft 365, Active Directory, Windows Server, and Intune. On-site role in the UK with opportunities for growth.