At a Glance
- Tasks: Provide remote and on-site IT support, troubleshoot issues, and improve internal processes.
- Company: Join a collaborative tech team at HBP Group, focused on innovation and service excellence.
- Benefits: Enjoy professional development opportunities, exposure to diverse technologies, and a supportive work environment.
- Other info: Work with cutting-edge technologies and contribute to automation initiatives for improved service quality.
- Why this job: Perfect for tech enthusiasts who love problem-solving and engaging with customers in a dynamic setting.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and excellent communication abilities.
The predicted salary is between 31500 - 38500 £ per year.
- IT Support Engineer â 2nd Line (Field & Remote)
- Peterborough
- Hbp Group
- Published by Jobsxl
- Job Advert
Are you an experienced IT Support Engineer who thrives on technical challenges and is happy to provide both remote and on-site support?
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
- 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
- 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, Share Point, Teams)
- Intune / Endpoint Management
- Windows 10 / Windows 11
- Microsoft Defender security stack
- 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
- 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
- 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
- Microsoft Associate Certification (MD-102 or MS-102) or equivalent
- Microsoft Identity & Access (SC-300)
- Security & Background Checks
This role is subject to pre-employment screening including
- Enhanced DBS check
- Satisfactory Previous Employment References
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.
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.
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StudySmarter Expert Advice🤫
We think this is how you could land It support engineer â 2nd line (field & remote) in Peterborough
✨Join the IT Consultancy Buzz
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✨Show Off Your Skills
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Catchwork!
✨Direct Apply to Catchwork
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We think you need these skills to ace It support engineer â 2nd line (field & remote) in Peterborough
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Catchwork.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Catchwork. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Catchwork
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
