2nd Line IT Support Engineer — Remote & Onsite

Catchwork; Peterborough; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

The HBP Group is seeking an experienced IT Support Engineer delivering second-line field and remote support from Peterborough. You will assist client environments, resolve escalated issues, and contribute to service excellence across a fast-paced MSP.

Join a team that values problem solving, customer communication, and proactive improvements to processes and automation, with onsite visits to customer locations and remote assistance as required.

Qualifications

• Minimum 2+ years experience in IT technical support or service desk environments.
• Proven troubleshooting and problem-solving skills.
• Experience using remote support tools and ticketing systems.
• Excellent communication and customer service skills.
• Full UK driving licence and right to work in the UK.

Responsibilities

• Resolve escalated technical issues from the 1st Line support team.
• Provide remote and on-site support for client IT environments.
• Diagnose and resolve issues across systems, networks and applications.
• Escalate complex problems to senior engineers when required.
• Manage tickets and ensure SLAs are met, with clear documentation.

Skills

Troubleshooting

Customer service

Communication

Problem-solving

Organizational skills

Right to work in UK

Education

Microsoft Certifications (MD-102/MS-102)

SC-300

Tools

RMM platforms

Remote support tools

Ticketing systems

Remote access tools

Job description

The HBP Group is seeking an experienced IT Support Engineer delivering second-line field and remote support from Peterborough. You will assist client environments, resolve escalated issues, and contribute to service excellence across a fast-paced MSP.

Join a team that values problem solving, customer communication, and proactive improvements to processes and automation, with onsite visits to customer locations and remote assistance as required.