IT Support Engineer - 2nd Line

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

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.

• - 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.

  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

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

• - 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.

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 , 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…