IT Support Technician - 1st Line

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

Technologies You'll Work With

You'll gain experience supporting a wide range of technologies including:

• Microsoft 365 / Office 365 (Entra ID / Azure AD, Exchange, SharePoint, Teams)
• Windows desktop environments
• Windows Server including Active Directory, DNS, DHCP and file services
• Networking technologies including wired, wireless and firewall connectivity
• Security technologies such as MFA, encryption, anti-virus and endpoint protection

Do you have experience in SharePoint?, * 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

Job Types: Full-time, Permanent

Pay: £25,000.00-£30,000.00 per year