2nd Line IT Support Engineer – AI-Driven & Customer-Centric

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.

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