IT Support Technician – 1st Line

The HBP Group; Scunthorpe; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Great benefits discussed

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 across the UK, logging tickets, troubleshooting Windows/M365 issues, and escalating to 2nd Line when needed.

You’ll support hundreds of businesses from our Scunthorpe HQ, work with a friendly team, and have opportunities to learn modern technologies and grow your IT career in a fast-paced MSP environment.

Qualifications

• Around 1+ year experience in an IT support role.
• Working knowledge of Microsoft 365 / Office 365 and Windows Server environments.
• Familiarity with networking (wired, wireless) and basic security concepts.
• Strong communication and organisational skills.

Responsibilities

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

Skills

1+ year IT support

Microsoft 365 / Office 365

Windows Server & Active Directory

Networking

Security basics (MFA, encryption, AV)

Strong communication

Tools

RMM tools

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
• The ability to troubleshoot problems quickly and efficiently
• Good commercial awareness and understanding of customer impact

(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.

Company overview

The HBP Group is the number one choice for many businesses across the UK looking for reliable, award-winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions. We offer our customers a range of the best market leading products and services to streamline complex business processes and increase efficiency. We have 5 offices including our head office in Scunthorpe, an office in Hull, another office in Peterborough and a further one in both Hampshire and Cornwall.

You’re an enthusiastic and customer focused IT Support Technician with around 1+ year of experience in an IT support or service desk environment, and a genuine passion for technology and helping people.

You enjoy being the first point of contact for customers, confidently handling support requests via phone, email, and ticketing systems. You’re comfortable logging, categorising, and prioritising tickets, and take pride in resolving 1st line technical issues efficiently across Microsoft environments, desktops, networking, and business applications.

You have a solid foundation in technologies such as Microsoft 365, Windows desktop environments, and basic networking, and you’re eager to continue developing your technical skills. When issues need to be escalated, you provide clear and accurate documentation to 2nd Line engineers to ensure a smooth and effective resolution.

You understand the importance of SLAs and KPIs, and you’re organised, proactive, and able to manage your workload in a fast paced support environment. Delivering a friendly, professional, and high quality customer experience is always your priority.

You’re a strong communicator with a positive, can-do attitude, and you enjoy working as part of a collaborative team while continuing to learn and grow your career in IT.

Above all, you’re motivated, approachable, and eager to build your career within a supportive MSP environment where you can gain exposure to modern technologies and develop your skills.