2nd Line IT Support Engineer | Customer-Focused Problem Solver

The HBP Group; Scunthorpe; In loco; GBP 32.000 - 36.000; Tempo pieno

Descrizione del lavoro

The HBP Group is seeking a 2nd Line IT Engineer to resolve complex technical issues and take ownership of tickets, while keeping customers informed and minimising downtime. You’ll work with 1st line and senior engineers to deliver reliable, high-quality support.

You’ll bring at least 3 years in technical support, strong troubleshooting, and ITIL awareness, plus the ability to explain technical matters clearly and mentor junior teammates.

Competenze

• 3+ years in technical support or service desk roles.
• Experience diagnosing and resolving customer IT issues.
• Ability to prioritise based on urgency and impact.
• Strong communication with non-technical customers.
• Experience with ITIL processes is a plus.

Mansioni

• Resolve technical issues escalated from 1st Line Support.
• Take ownership of tickets and manage priorities.
• Provide regular updates by phone and email.
• Mentor junior team members.
• Monitor systems and respond to alerts.
• Share knowledge and maintain documentation.
• Identify process improvements and suggest AI/automation.
• Develop your technical skills.
• Support secure and consistent service.

Conoscenze

Technical support

Remote support

Ticket management

Troubleshooting

Customer service

ITIL awareness

Communication skills

Strumenti

Remote support tools

Ticketing systems

Microsoft 365

Windows OS

Active Directory

Descrizione del lavoro

The HBP Group is seeking a 2nd Line IT Engineer to resolve complex technical issues and take ownership of tickets, while keeping customers informed and minimising downtime. You’ll work with 1st line and senior engineers to deliver reliable, high-quality support.

You’ll bring at least 3 years in technical support, strong troubleshooting, and ITIL awareness, plus the ability to explain technical matters clearly and mentor junior teammates.