IT Support Engineer - 2nd Line

The HBP Group; Scunthorpe; On-site; GBP 30,000 - 40,000; Full time

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

Customer service

Communication skills

Problem solving

Organisational skills

Mentoring juniors

Education

Microsoft certifications

Networking certifications

Tools

Active Directory/Entra ID

Windows Server Administration (Hyper-V)

Intune

Remote support tools

Backup monitoring tools

Security tools (antivirus, MFA)

Firewall management

Job description

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 elevate 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., 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.

You'll enjoy:

• Working with modern Microsoft and infrastructure technologies

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, 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.

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.