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

You will work both from our Peterborough office and our customers location onsite, supporting a variety of client environments. Alongside troubleshooting, you will play an active role in improving internal support processes and contributing to service excellence across the team. This is an excellent opportunity for someone who enjoys hands on technical problem solving, engaging with customers, and developing their engineering skills within a fast paced MSP environment.

The role will primarily focus on supporting a key strategic customer, providing both remote and onsite technical assistance as required. You will develop a strong understanding of this customer's systems, environment, and operational needs to deliver efficient issue resolution and a consistently high level of service.

In addition to this, you will also support other customers within The HBP Group's managed services portfolio. This will involve assisting with escalated issues and helping to maintain consistent service standards across multiple client environments.

Building strong customer relationships, managing expectations effectively, and communicating clearly will be essential in delivering a positive and professional 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.

• 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

• 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:

• Enhanced DBS check
• Satisfactory Previous Employment References

Requirements: Full UK Driving Licence / Prepared to have business use included on your vehicle insurance

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.