IT Support Engineer - 2nd Line

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

Keep Customers Working and Technology Moving

At The HBP Group, we believe great technology is only part of the solution. What truly sets us apart is our people and the effortless experience they create for our customers.

We’re looking for a 2nd Line IT Engineer who enjoys solving technical challenges, taking ownership of issues and keeping customers informed throughout.

You’ll investigate and resolve issues escalated from 1st Line Support, using your technical knowledge to minimise downtime and get customers back up and running. Working closely with our senior engineers, you’ll also identify opportunities to use AI and automation to make support faster and more effective.

If you’re a confident problem solver, organised under pressure and passionate about helping customers, we’d love to hear from you.

What You'll Be Doing

• Resolve technical issues
  Investigate and resolve issues escalated from 1st Line Support, working to agreed service levels and keeping customer downtime to a minimum.
• Take ownership of tickets
  Log, prioritise and manage support requests, maintaining clear records and escalating complex issues to senior engineers when needed.
• Keep customers informed
  Provide regular, clear updates by phone and email, managing expectations and explaining solutions without technical jargon.
• Mentor Junior Team Members
  Make time to support and coach junior members of the team, seeking to upskill them not only technically but also focusing on customer service and organisational skills.
• Monitor systems and respond to alerts
  Use our monitoring tools to identify potential problems, take corrective action and escalating issues where required.
• Share knowledge and maintain documentation
  Keep troubleshooting guides and customer records accurate, while helping colleagues and customers build their knowledge.
• Improve how we deliver support
  Identify recurring issues and suggest improvements to processes, including opportunities to use AI and automation.
• Develop your technical skills
  Take part in training and learn from colleagues and experience to strengthen your expertise.
• Support secure and consistent service
  Follow service desk procedures and security policies, staying alert to potential threats and reporting concerns promptly

What You'll Bring

We're looking for someone who combines deep technical knowledge with outstanding customer skills.

Essential Qualifications, Skills and Experience

• 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, diagnosing and resolving customer IT issues.
• Practical 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 shared team objectives.
• Experience working with ITIL processes or a similar service management framework.

Technical expertise

You’ll have experience across several of the following:

• Microsoft 365 administration - ie SharePoint, Exchange Online and Teams etc
• Windows 10 and 11, desktops, laptops and peripherals
• Active Directory and Entra ID, including user accounts, permissions and access issues
• Windows Server Administration including Hyper-V
• Networking, including TCP/IP, VLANs, DNS, DHCP, WiFi and VPN connectivity
• Managing Firewalls including policy administration, diagnostic troubleshooting and updating/maintenance
• Endpoint management tools such as Intune
• Remote desktop environments and remote support tools
• Backup monitoring and investigating failed backups
• Security tools, including antivirus, endpoint protection and multifactor authentication

Microsoft certifications and networking certifications are highly desirable.

What Makes You Different

Technical skills will get you noticed.

Your attitude is what will make you successful.

At The HBP Group, we value people who:

• See issues through and take responsibility for getting them resolved.
• Keep customers informed with clear, honest and timely updates.
• Explain technical matters in a way that makes sense to everyone.
• Bring a calm, practical approach to challenging situations.
• Share knowledge and work closely with colleagues to find solutions.
• Suggest better ways of working that improve the support we provide.

Every conversation is an opportunity to give customers confidence and make their working day easier.

Why Join The HBP Group?

We're committed to creating an environment where talented people can do their best work.

• Working with modern Microsoft and infrastructure technologies
• Exposure to complex enterprise environments
• Opportunities for technical development and certifications
• A collaborative, supportive culture
• Genuine autonomy and responsibility
• A role where your expertise has real impact on customers and the business

If you're an experienced IT Support Engineer who enjoys solving the problems others can't, values customer relationships as much as technology, and wants to make a real difference, we'd love to hear from you.

Closing Date: 30th November 2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.

The HBP Group is the number one choice for many businesses across the UK looking for reliable, award-winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions.

We offer our customers a range of the best market leading products and services to streamline complex business processes and increase efficiency.

We have 5 offices including our head office in Scunthorpe, an office in Hull, another office in Peterborough and a further one in both Hampshire and Cornwall.

You enjoy investigating technical issues, finding solutions and helping customers get back to their day. You’re ready to handle escalations from 1st Line Support, taking ownership while recognising when to involve senior engineers.

You combine practical technical knowledge with a friendly, professional approach. Whether you’re updating a customer or working with colleagues, you communicate clearly and keep people informed.

You’ll probably recognise yourself in the statements below:

• You enjoy troubleshooting and understanding what caused an issue.
• You take responsibility for your tickets and see them through.
• You prioritise effectively and stay calm when things get busy.
• You explain technical information in clear, straightforward language.
• You know when to ask for support or elevate an issue.
• You work well with others and share what you learn.
• You look for ways to improve support through better processes, AI and automation.
• You’re keen to develop your technical skills and learn from experienced colleagues.
• You take pride in giving customers helpful, reliable support.

Sound like you? We’d love to hear from you.

Join The HBP Group and put your skills to work in a team that values your contribution, supports your development and cares about the customer experience.

£32,000.00 to £36,000.00 (Depending on experience)