2nd Line IT Support Engineer – AI-Driven Fixes & Mentorship

The HBP Group; Cambridgeshire and Peterborough; On-site; GBP 32,000 - 36,000; Full time

Benefits offered by this job

Technical certifications

Autonomy

Collaborative culture

Job summary

The HBP Group is seeking a 2nd Line IT Engineer who enjoys solving technical challenges, taking ownership of issues and keeping customers informed. You’ll resolve escalated tickets, mentor junior team members and work with senior engineers on AI-driven automation to improve support.

With strong Microsoft 365 and Windows platform experience, you’ll help maintain secure, reliable IT services across our UK offices and client environments.

Qualifications

• 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.
• 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 team objectives.
• Experience with ITIL processes or a similar service management framework.

Responsibilities

• Resolve technical issues escalated from 1st Line Support, working to agreed service levels and minimising downtime.
• 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.
• Mentor Junior Team Members and upskill them in both technical and customer service skills.
• Monitor systems and respond to alerts using monitoring tools; take corrective action and escalate as required.
• Share knowledge and maintain accurate documentation for colleagues and customers.

Skills

Customer-focused

Problem solving

Team player

Education

No formal degree required

Tools

Microsoft 365 administration

Windows 10/11

Active Directory

Windows Server

Networking basics

Firewalls

Intune

Remote desktop tools

Backup monitoring

Job description

The HBP Group is seeking a 2nd Line IT Engineer who enjoys solving technical challenges, taking ownership of issues and keeping customers informed. You’ll resolve escalated tickets, mentor junior team members and work with senior engineers on AI-driven automation to improve support.

With strong Microsoft 365 and Windows platform experience, you’ll help maintain secure, reliable IT services across our UK offices and client environments.