Information Technology Support Analyst

The HBP Group; Peterborough; On-site; GBP 21,000 - 30,000; 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 across the UK, resolving issues, logging tickets, and troubleshooting across Microsoft environments, desktops, networking, and business applications.

You’ll work with 2nd Line engineers for deeper investigations and aim to deliver a friendly, professional support experience while meeting SLAs and KPIs.

Qualifications

• Around 1+ year experience in an IT support role.
• A genuine passion for IT and technology.
• Strong organisation and communication skills.

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

IT Support

Troubleshooting

Customer Service

Communication

Ticketing

Microsoft 365

Tools

Microsoft 365

Windows Server

Active Directory

Job description

We’re looking for a motivated 1st Line IT Support Technician to join our growing support team at The HBP Group.

This is a fantastic opportunity for someone who enjoys helping people, solving problems and learning new technologies. You’ll be part of a friendly, fast paced service desk team supporting hundreds of businesses across the UK.

You’ll be the first point of contact for customers, helping resolve IT issues, logging tickets and troubleshooting across Microsoft environments, desktops, networking and business applications. When issues require deeper investigation, you’ll work closely with our 2nd Line engineers to ensure customers receive a fast and effective resolution.

If you’re looking to build your technical skills, gain exposure to modern technologies and grow your career in IT, this is a great place to start.

What You’ll Be Doing

• 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

Technical Knowledge You’ll Build On

You’ll bring a working knowledge of the following technologies, gained through previous IT support experience. We’ll support you in building on this foundation as you troubleshoot customer issues and develop your technical skills:

• Microsoft 365 / Office 365, including Entra ID / Azure AD, Exchange, SharePoint and Teams
• Windows Server, including Active Directory, DNS, DHCP and file services
• Networking technologies, including wired, wireless and firewall connectivity
• Security technologies, including MFA, encryption, antivirus and endpoint protection

What We’re Looking For

• Around 1+ year experience in an IT support role
• A genuine passion for IT and technology
• Strong organisation and communication skills

(Not essential but beneficial)

• 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

Why Join The HBP Group?

• Join a supportive and collaborative service desk team
• Gain exposure to modern Microsoft technologies and customer environments
• Excellent opportunity to develop your technical skills and grow your IT career

We’ve also got some great benefits, which we’re happy to discuss with you during the recruitment process.

Additional Information

A full job description is available on request and will be provided to shortlisted candidates.

Closing Date: 13th November2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.