Second-Line IT Engineer: Customer Support & Automation

The HBP Group; Peterborough; On-site; GBP 32,000 - 42,000; Full time

Job summary

The HBP Group is seeking a 2nd Line IT Engineer in Peterborough to resolve complex IT issues, take ownership of tickets, and keep customers updated in line with agreed service levels. You will diagnose problems, implement fixes, and document solutions for repeatability, helping to minimise downtime and improve service quality.

Working with 1st line staff and our senior engineers, you will explore AI-driven automation opportunities, apply ITIL processes, ensure secure, reliable systems, and

Qualifications

• 3+ years in technical support or service desk.
• Experience diagnosing and resolving IT issues.
• Ability to prioritise requests by urgency and impact.
• Strong communication and customer service skills.
• Experience with ITIL or similar service management.

Responsibilities

• Resolve technical issues escalated from 1st Line Support, working to agreed service levels and keeping customer downtime to a minimum.
• 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.
• Take part in monitoring tools to identify potential problems, take corrective action and escalate where required.
• Keep troubleshooting guides and customer records accurate, while helping colleagues and customers build their knowledge.
• Identify recurring issues and suggest improvements to processes, including opportunities to use AI and automation.
• Take part in training and learn from colleagues to strengthen your expertise.
• Follow service desk procedures and security policies, staying alert to potential threats and reporting concerns promptly

Skills

3+ years IT support

Strong customer service

Effective communication

ITIL experience

Education

IT certifications desirable

Tools

Microsoft 365

Active Directory

Intune

Hyper-V

Networking basics

Job description

The HBP Group is seeking a 2nd Line IT Engineer in Peterborough to resolve complex IT issues, take ownership of tickets, and keep customers updated in line with agreed service levels. You will diagnose problems, implement fixes, and document solutions for repeatability, helping to minimise downtime and improve service quality.

Working with 1st line staff and our senior engineers, you will explore AI-driven automation opportunities, apply ITIL processes, ensure secure, reliable systems, and