IT Support Engineer – 2nd Line (Field & Remote)

IT Support Engineer – 2nd Line (Field & Remote)

📍 Location: Hybrid – Peterborough Office / Customer Sites (including travel to Heathrow)
🚗 Requirements: Full UK Driving Licence

 

About The HBP Group

The HBP Group delivers managed IT services and business software solutions to organisations across the UK. Our focus is on providing reliable, secure, and customer focused technology support that enables our clients to operate efficiently and grow with confidence.

We pride ourselves on our collaborative culture, continuous improvement mindset, and commitment to delivering exceptional customer service.

 

The Role

We are looking for an IT Support Engineer – 2nd Line (Field & Remote) to join our growing support team.

This role acts as a key bridge between 1st Line Support and senior technical teams, resolving more complex technical issues and ensuring our customers receive fast, effective, and professional IT support.

You will work both from our Peterborough office and on site, supporting a range of client environments and contribute to improving our support processes.

This is an excellent opportunity for someone who enjoys technical troubleshooting, customer interaction, and developing their engineering skills within a fast paced MSP environment.

Customer Focus

This role will primarily support a key strategic customer, providing both remote and on site technical support as required. The successful candidate will develop a strong understanding of this customer’s environment, systems, and operational requirements to ensure efficient issue resolution and a high level of service delivery.

In addition to supporting this key customer, the engineer will also assist with technical support for other customers within The HBP Group managed services portfolio, helping to resolve escalated issues and maintain consistent service standards across multiple client environments.

Maintaining strong customer relationships, managing expectations effectively, and delivering clear communication will be essential to ensuring a positive customer experience.

 

Key Responsibilities

Technical Support

• 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

Ticket & SLA Management

• Manage and update tickets through the service desk platform
• Ensure incidents and requests are handled within agreed Service Level Agreements (SLAs)
• Maintain clear documentation for troubleshooting and resolution

Field Engineering

• Attend customer sites when issues require on-site support
• Deliver professional support while following client security policies
• Assess whether issues can be resolved remotely before scheduling visits

Documentation & Knowledge Sharing

• Create and maintain technical documentation and knowledge base articles
• Share knowledge with colleagues to improve team capability and service delivery

Continuous Improvement & Automation

• Identify recurring issues and recommend improvements to processes
• Support initiatives involving automation and AI-driven service improvements
• Contribute ideas that improve service quality and operational efficiency

Security & Compliance

• Promote security best practices across customer environments
• Ensure all changes follow internal change management procedures
• Challenge unsafe or non-compliant requests from third parties when necessary
• Maintain awareness of industry security standards and compliance requirements

Monitoring & Alert Management

• Monitor infrastructure alerts using RMM and monitoring systems
• Investigate alerts promptly and take corrective action where required

Customer Education

• Provide guidance to customers to help prevent common IT issues
• Explain resolutions clearly and encourage the use of appropriate support channels and resources

 

Technologies You'll Work With

In this role you will support a range of modern IT environments across our customer base. Typical technologies include:

Microsoft Technologies

• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Microsoft Entra ID / Azure Active Directory
• Intune / Endpoint Management
• Windows 10 / Windows 11
• Windows Server environments
• Microsoft Defender security stack

Cloud & Infrastructure

• Microsoft Azure
• Virtualisation platforms (Hyper-V / VMware)
• Backup and disaster recovery solutions
• Identity and access management

Networking

• Business-grade networking and firewalls
• Cisco Meraki networking solutions
• VPN connectivity and remote access technologies
• Network troubleshooting and diagnostics

Support & Management Tools

• Remote Monitoring & Management (RMM) platforms
• Service desk / ticket management systems
• Remote support tools
• Monitoring and alerting systems

Engineers will also have the opportunity to contribute to automation initiatives and AI-driven support tools to improve efficiency and service quality.

 

Skills & Experience

Essential

• Right to work in the UK
• Full UK driving licence
• Willingness to attend customer sites regularly, including Heathrow
• Minimum 2+ years experience in IT technical support or service desk environments
• Strong troubleshooting and problem-solving skills
• Experience using remote support tools and ticketing systems
• Excellent communication and customer service skills
• Strong organisational and prioritisation abilities

 

Certifications

Essential

• Microsoft Associate Certification (MD-102 or MS-102) or equivalent

Desirable

• Microsoft Azure Administrator (AZ-104)
• Microsoft Identity & Access (SC-300)
• Cisco Meraki Certification

 

Security & Background Checks

This role is subject to pre-employment screening including:

• DBS check
• Counter Terrorism Check (CTC)

 

Why Join The HBP Group?

• Work with a collaborative and supportive technical team
• Gain exposure to a variety of technologies and customer environments
• Opportunities for professional development and career progression
• Contribute to a company committed to innovation, automation, and service excellence

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

Additional Information

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

If you are passionate about delivering high quality technical support and want to develop your career within a growing MSP, we would love to hear from you.

Closing Date: 2nd April 2026

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.