Use technical troubleshooting and customer communication as a 2nd Line IT Engineer at The HBP Group. Work with escalated issues, systems, and service levels.
This position resolves customer IT issues escalated from 1st Line Support while minimising downtime. You will manage tickets, monitor systems, explain solutions clearly, and collaborate with senior engineers. The role also includes identifying AI and automation opportunities, supporting junior colleagues, and maintaining accurate documentation.
Key Responsibilities: Investigate and resolve escalated technical issues
Log, prioritise, and manage support tickets
Keep customers informed by phone and email
Monitor systems and respond to alerts
Suggest AI and automation improvements
Requirements: At least three years’ technical support experience
Experience with remote support and ticketing systems
Solid communication and customer service skills
Experience with ITIL or similar frameworks
Full UK driving licence and right to work
Bring troubleshooting, ticket management, Microsoft technologies, and customer-focused communication to The HBP Group’s 2nd Line support team.

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📌 2nd Line IT Support Engineer (Ontario)
🏢 HBP Systems
📍 Ontario