1st Line IT Support Technician — Fast-Paced Helpdesk

The HBP Group; Scunthorpe; On-site; GBP 21,000 - 29,000; Full time

Job summary

The HBP Group is seeking a motivated 1st Line IT Support Technician to join our growing support team. You will be the first point of contact for customers, resolving IT issues, logging tickets and troubleshooting across Microsoft environments, desktops, networking and business applications.

We value a passion for IT, strong communication, and a willingness to learn. You will work with 2nd Line engineers on complex issues and contribute to a fast-paced, customer‑focused service desk across the UK.

Qualifications

• Around 1+ year experience in an IT support role.
• Strong communication and customer service skills.
• Ability to troubleshoot problems quickly and effectively.
• Interest in learning new technologies and expanding IT knowledge.
• Able to log, categorise, and prioritise tickets.
• Comfortable working in a fast-paced service desk environment.

Responsibilities

• Act as the first point of contact for IT support requests via phone, email and ticketing systems.
• Log, categorise, and prioritise support tickets accurately.
• Troubleshoot 1st line issues across customer environments.
• Escalate complex issues to 2nd Line engineers with clear documentation.
• Ensure requests are handled within SLAs and KPIs.
• Deliver a friendly, professional customer support experience.

Skills

IT support

Customer service

Problem solving

Communication

Organization

Tools

HaloPSA

RMM tools

Microsoft 365

Azure AD

Job description

The HBP Group is seeking a motivated 1st Line IT Support Technician to join our growing support team. You will be the first point of contact for customers, resolving IT issues, logging tickets and troubleshooting across Microsoft environments, desktops, networking and business applications.

We value a passion for IT, strong communication, and a willingness to learn. You will work with 2nd Line engineers on complex issues and contribute to a fast-paced, customer‑focused service desk across the UK.