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For Companies At a Glance
- Tasks: Resolve complex IT issues and provide top-notch support to clients both remotely and on-site.
- Company: Join a dynamic tech company focused on innovative IT solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Exciting career path with continuous learning and improvement opportunities.
- Why this job: Be the go-to tech hero, making a real difference in customer experiences.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and a passion for helping others.
The predicted salary is between 30000 - 42000 £ per year.
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.
Responsibilities
- 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
- 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
- Microsoft Azure
- Virtualisation platforms (Hyper‑V / VMware)
- Backup and disaster recovery solutions
- Identity and access management
- Business‑grade networking and firewalls
- Cisco Meraki networking solutions
- VPN connectivity and remote access technologies
- Network troubleshooting and diagnostics
- Remote Monitoring & Management (RMM) platforms
- Service desk / ticket management systems
- Remote support tools
- Monitoring and alerting systems
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
IT Support Engineer - 2nd Line (Field & Remote) in Peterborough employer: The HBP Group
Contact Detail:
The HBP Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer - 2nd Line (Field & Remote) in Peterborough
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in support roles. Attend industry meetups or online webinars to make new contacts and learn about potential job openings.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your troubleshooting prowess during interviews. Bring examples of past issues you've resolved, especially those that required a mix of remote and on-site support.
✨Tip Number 3
Be proactive! If you see a company you're keen on, don’t wait for them to post a job. Reach out directly through our website and express your interest in joining their team. You never know what opportunities might be available!
✨Tip Number 4
Stay updated on tech trends! Familiarise yourself with the latest tools and technologies mentioned in the job description, like Microsoft 365 and Azure. This will not only boost your confidence but also show employers you're serious about the role.
We think you need these skills to ace IT Support Engineer - 2nd Line (Field & Remote) in Peterborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Engineer role. Highlight your experience with troubleshooting, remote support tools, and any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've resolved complex technical issues in the past. We’re keen to see your thought process and how you approach challenges, so don’t hold back on those success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at The HBP Group
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description, like Microsoft 365 and Azure. Be ready to discuss your experience with these tools and how you've used them to solve problems in the past.
✨Show Off Your Problem-Solving Skills
Prepare some examples of complex technical issues you've resolved. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your troubleshooting skills and how you handle escalations.
✨Demonstrate Your Customer Service Savvy
Since this role involves a lot of client interaction, think about times when you've provided excellent customer service. Be ready to explain how you communicate technical information clearly and effectively to non-technical users.
✨Ask Insightful Questions
Prepare thoughtful questions about the team, the support processes, and how they measure success. This shows your genuine interest in the role and helps you understand if it's the right fit for you.