IT Support Technician

The HBP Group; Peterborough; On-site; GBP 23,000 - 27,000; Full time

Job summary

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

You'll work closely with 2nd Line engineers to ensure fast resolution, gain exposure to modern technologies, and build your technical skills within a friendly, fast-paced service desk supporting hundreds of businesses nationwide.

Qualifications

• 1+ year experience in an IT support role.
• Genuine passion for IT and technology.
• Strong organisation and communication skills.
• Friendly, approachable attitude.
• Ability to troubleshoot problems quickly and efficiently.
• Understanding of customer impact.

Responsibilities

• Serve as first point of contact via phone, email, and ticketing systems.
• Log, categorize, and prioritise support tickets.
• Troubleshoot 1st line issues across customer environments.
• Escalate complex issues to 2nd Line with clear notes.
• Meet SLAs and KPIs while delivering high quality support.

Skills

IT support experience

Customer service

Troubleshooting

Communication skills

Organization

Problem solving

Tools

HaloPSA

RMM tools

Active Directory

Azure AD

Microsoft 365

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

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 desktop environments
• 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
• A friendly, approachable, can-do attitude
• The ability to troubleshoot problems quickly and efficiently
• Good commercial awareness and understanding of customer impact

Desirable Experience

(Not essential but beneficial)

• Experience using HaloPSA or similar service desk platforms
• 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