First-Line IT Support Technician — Fast-Paced MSP Growth

HBP Systems Ltd; Scunthorpe; On-site; GBP 22,000 - 28,000; Full time

Job summary

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

You’ll work closely with 2nd Line engineers to resolve issues quickly, uphold SLAs and KPIs, and develop your technical skills in a fast-paced MSP setting across hundreds of UK businesses.

Qualifications

• Around 1+ year experience in an IT support role.
• A genuine passion for IT and technology.
• Strong organisation and communication skills.
• The ability to troubleshoot problems quickly and efficiently.
• Good commercial awareness and understanding of customer impact.
• Exposure to Remote Monitoring & Management (RMM) tools.
• Understanding of SLAs, KPIs and service desk processes.
• Experience working in a fast-paced MSP or support environment.

Responsibilities

• Acting as the first point of contact for IT support requests via phone, email and ticketing systems.
• Logging, categorising, and prioritising support tickets accurately.
• Troubleshooting and resolving 1st line technical issues across customer environments.
• Escalating more complex issues to 2nd Line engineers with clear documentation.
• Ensuring support requests are handled within agreed SLAs and KPIs.
• Delivering a friendly, professional, and high quality customer support experience.

Skills

Customer service

Troubleshooting

Communication skills

Organisational skills

RMM tools

Tools

Microsoft 365

Entra ID / Azure AD

Exchange

SharePoint

Teams

Windows Server

Active Directory

DNS

DHCP

Job description

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

You’ll work closely with 2nd Line engineers to resolve issues quickly, uphold SLAs and KPIs, and develop your technical skills in a fast-paced MSP setting across hundreds of UK businesses.