2nd Line IT Support Engineer - AI-Driven & Customer-Centric

The HBP Group; Scunthorpe; Presencial; GBP 30 000 - 40 000; Tempo integral

Resumo da oferta

The HBP Group is seeking a proactive 2nd Line IT Engineer in the United Kingdom. You will handle escalated issues from 1st Line, take ownership of tickets, and work with senior engineers to resolve problems while minimising downtime.

You will mentor juniors and help improve service delivery using monitoring tools and documentation. You'll focus on customer communication, avoiding technical jargon, and applying ITIL processes to maintain high service levels.

Qualificações

• At least 3 years experience in technical support or a service desk role
• Practical experience troubleshooting IT systems with remote support tools and ticket management
• Ability to prioritise support requests based on urgency and service levels
• Strong communication and customer service skills
• Experience with ITIL processes or similar service management

Responsabilidades

• Resolve technical issues escalated from 1st Line Support
• Investigate and resolve issues escalated from 1st Line Support, meeting agreed SLAs
• Take ownership of tickets
• Log, prioritise and manage support requests with clear records
• Keep customers informed with regular updates by phone and email
• Mentor Junior Team Members
• Monitor systems and respond to alerts using monitoring tools
• Share knowledge and maintain documentation
• Identify recurring issues and suggest process improvements, including AI/automation
• Develop technical skills through training and collaboration
• Support secure and compliant service following policies

Conhecimentos

Customer service

Communication skills

Problem solving

Organisational skills

Mentoring juniors

Formação académica

Microsoft certifications

Networking certifications

Ferramentas

Active Directory/Entra ID

Windows Server Administration (Hyper-V)

Intune

Remote support tools

Backup monitoring tools

Security tools (antivirus, MFA)

Firewall management

Descrição da oferta de emprego

The HBP Group is seeking a proactive 2nd Line IT Engineer in the United Kingdom. You will handle escalated issues from 1st Line, take ownership of tickets, and work with senior engineers to resolve problems while minimising downtime.

You will mentor juniors and help improve service delivery using monitoring tools and documentation. You'll focus on customer communication, avoiding technical jargon, and applying ITIL processes to maintain high service levels.