2nd Line IT Support Engineer — Own Tickets, Solve & Upskill

HBP Systems Ltd; Scunthorpe; On-site; GBP 32,000 - 36,000; Full time

Job summary

The HBP Group is seeking a 2nd Line IT Engineer to take ownership of technical issues escalated from 1st Line Support. You’ll work with senior engineers to minimise downtime and improve support speed, with opportunities to apply AI and automation.

Applicants should have strong customer skills and solid IT knowledge across Microsoft, Windows, AD/Entra ID, and networking. A closing date applies and on-site work is expected at the UK location.

Qualifications

• Right to work in the UK and a full UK driving licence.
• 3+ years experience in technical support or service desk.
• Experience troubleshooting IT systems and software using remote support tools.

Responsibilities

• Resolve technical issues escalated from 1st Line Support while meeting SLAs.
• Log, prioritise and manage tickets with clear records and escalate as needed.
• Provide regular updates to customers by phone and email, avoiding jargon.
• Coach junior team members on technical and customer service skills.

Skills

3+ years in technical support

Customer service

Communication

Problem solving

Tools

Microsoft 365 administration

Active Directory & Entra ID

Windows Server Administration (Hyper-V)

Networking basics (DNS/DHCP/VPN)

Intune / endpoint management

Job description

The HBP Group is seeking a 2nd Line IT Engineer to take ownership of technical issues escalated from 1st Line Support. You’ll work with senior engineers to minimise downtime and improve support speed, with opportunities to apply AI and automation.

Applicants should have strong customer skills and solid IT knowledge across Microsoft, Windows, AD/Entra ID, and networking. A closing date applies and on-site work is expected at the UK location.