IT Support Engineer - 2nd Line

Sales & Enquiries: 01482 423910 info@thehbpgroup.co.uk

Support: 01724 400300 Customer Support

IT Support Engineer - 2nd Line

The HBP Group

Quick view about this role

• Full Time
• Scunthorpe
• £32,000.00 to £36,000.00

Apply Now

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 escalate 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.

You'll enjoy:

• 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

Apply Now

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.

Apply Now

Why Work For Us?

If you’d like to know more about why you should work for The HBP Group then find out more by following the link below.

Find Out More

Supporting both your work and personal life

Employment with benefits

We know that having a fantastic work life isn’t all about bean bags and pool tables, so all of our benefits are designed to make a real difference.
We’ve put a lot of work into making The HBP Group an amazing place to work; part of that is our benefits package. Here’s just some of the things we offer to
our team. Don’t hold your breath to read all of these, because there’s a lot.

Hybrid Working

Our hybrid working offers the best of both worlds; the option to work from home but also time spent with your colleagues in one of our offices.

Flexible Working Hours

Our working week is just 35-hours and you have the option to choose the start and end time of your working day, around our office hours (8am – 5pm).

Head, Boobs and Balls

We offer free (and anonymous) mental health counselling and if you ever have concerns about your boobs or balls then we pay for a private consultation.

Wellness Days

Every quarter we hold a wellness events, providing support, guidance and help on a key topic that we believe contributes to a healthy and happy life.

Supporting Your Health

To support your health, and the additional costs of some healthcare, we provide everyone with the option of the Health Shield app.

28-Day Holiday Allowance

Our holiday allowance goes way beyond what most companies offer. You get 28 days, plus bank holidays – that’s at least 36 days off a year.

Annual Bonus

Without doubt Christmas is one of the most expensive times of the year. That’s why we offer a Christmas bonus scheme, paid to you in November.

All Stars Club

The All Stars Club is an annual reward which is voted for by every member of The HBP Group. Winners are treated to an all-inclusive break as recognition.

The 200 Club

To recognise over achievement in the BD team, we offer an all-inclusive break to any person who hits the relevant criteria over the course of the year.

Enhanced Maternity Leave

Motherhood is certainly no walk in the park, which is why it’s important to us that our mothers feel supported; and why offer enhanced maternity pay.

Enhanced Paternity Leave

To support the new dads, we offer an enhanced paternity package that provide 2 weeks’ full pay at the most special of times.

Enhanced Adoption Leave

We endeavour to ensure everyone is given support and encouragement before, during and on their return to work from adoption leave.

Leave to Say Goodbye

Sadly, some of you will lose loved ones during your time with us. So we offer 5 days’ ‘to say goodbye’ leave (and compassionate leave), on full pay.

Looking After Dependents

Most of you will have caring responsibilities, so we provide 2 days in a rolling 12-month period, paid at full pay to look after dependents.

Tailored Training Plans

To carry out your role there will be knowledge and skills you need to master. So, we provide every member of staff with a tailored training plans.

Personal Development Plans

To progress yours skills beyond your immediate job requirements, we’ll either fund specific courses to study inside or outside of work, if you’d like.

Yep, there’s more

No, seriously!

The HBP Group Staff Discount

To support both our staff and local businesses, we’ve built our own discount scheme with a combination of local businesses and our customers.

Free Food

Every day, we provide a meal to every member of our team who would like one completely free of charge – helping save over £1,700 a year!

Holiday Sell-Back Option

Whilst we like everyone to have a well-earned rest throughout the year, we do offer the option to sell up to 5 days of your annual leave.

Long-Service Awards

As recognition of long-service, we reward anyone that has worked for us for 5, 10, 15, 20, 25 or 30 years (and no doubt more in the future).

The HBP Group Wardrobe

To help everyone look sharp at the office we provide all of our staff with a selection of clothing from The HBP Group Wardrobe.

Bi-Annual Appreciation Parties

Twice a year, we feedback to everyone about our performance and have a good ol’ knees up. Great chance to catch-up with colleagues.

Themed Office Activities

We don’t need much of an excuse to host a barbecue when the sun comes out, but we also have mini celebrations throughout the year.

Staff Referral Scheme

If a person you recommend joins and passes their probation, you get 3,000 big ones added to your next payslip. That’s right, £3,000!

Pension Scheme

Our pension scheme provides those that are eligible with a pension, that has a matched contribution of up to 4% available from us too.

Environmental Policies

A robust ESG plan in place, focussing on 3 key areas: good health and wellbeing, decent work and economic growth and climate action.

Colourworks

We use a psychometric testing to help you, our managers and your colleagues adapt behaviours, to get the best out of each other.

Penny For Your Thoughts

Each year, we ask you to spend some time with one of our leadership team to provide your honest opinions about the business.

The HBP Group are an award-winning provider of Managed IT Services & ERP Software in UK with over 30 years' experience

IT

• • Managed IT Services
  • Outsourced IT Support
  • Cyber Security
  • Modern Workplace

ERP

• Microsoft Dynamics 365 Business Central
• Sage 200
• Sage Intacct
• Pegasus Opera 3

About Us

• About Us
• Meet The Team
• Live Webinars
• Results
• Blog

IT Locations

• IT Support Hull
• IT Support Scunthorpe
• IT Support Peterborough
• IT Support Northampton
• IT Support Yorkshire
• All UK Locations

ERP Support

• Microsoft Business Central Support
• Sage 200 Support
• Pegasus Opera 3 Support

Customer Support

• Customer Support

Terms & Conditions

• Privacy
• Terms & Conditions
• Domain Terms & Conditions
• ESG

Careers

• Careers
• Life At The HBP Group
• The HBP Group Academy

Scunthorpe Office

Enterprise House, Woodhouse Road, Scunthorpe, North Lincolnshire, DN16 1BD

Peterborough Office

12 The Metro Centre, Welbeck Way, Woodston, Peterborough, Cambridgeshire, PE2 7UH

Hull Office

Unit 4, Redcliff Road, Melton, Hull, East Yorkshire, HU14 3RS

Hampshire Office

Trelew Suite 3, Ashurst Lodge, Lyndhurst Road, Ashurst, Hampshire, SO40 7AA

Cornwall Office

Penstraze Business Centre, Truro, Cornwall, TR4 8PN

Contact Us

• info@thehbpgroup.co.uk
• 01482 423910

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