IT Support Engineer – 2nd Line (Field & Remote)
The HBP Group
📍 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
Ticket & SLA Management
Field Engineering
Documentation & Knowledge Sharing
Continuous Improvement & Automation
Security & Compliance
Monitoring & Alert Management
Customer Education
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
Cloud & Infrastructure
Networking
Support & Management Tools
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
Certifications
Essential
Desirable
Security & Background Checks
This role is subject to pre-employment screening including:
Why Join The HBP Group?
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.
Apply Now
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.
We know that having a fantastic work life isn’t all about bean bags and pool tables, so all of our benefits are designed to make a real difference.
We’ve put a lot of work into making The HBP Group an amazing place to work; part of that is our benefits package. Here’s just some of the things we offer to
our team. Don’t hold your breath to read all of these, because there’s a lot.
Our hybrid working offers the best of both worlds; the option to work from home but also time spent with your colleagues in one of our offices.
Our working week is just 35-hours and you have the option to choose the start and end time of your working day, around our office hours (8am – 5pm).
We offer free (and anonymous) mental health counselling and if you ever have concerns about your boobs or balls then we pay for a private consultation.
Every quarter we hold a wellness events, providing support, guidance and help on a key topic that we believe contributes to a healthy and happy life.
To support your health, and the additional costs of some healthcare, we provide everyone with the option of the Health Shield app.
Our holiday allowance goes way beyond what most companies offer. You get 28 days, plus bank holidays – that’s at least 36 days off a year.
Without doubt Christmas is one of the most expensive times of the year. That’s why we offer a Christmas bonus scheme, paid to you in November.
The All Stars Club is an annual reward which is voted for by every member of The HBP Group. Winners are treated to an all-inclusive break as recognition.
To recognise over achievement in the BD team, we offer an all-inclusive break to any person who hits the relevant criteria over the course of the year.
Motherhood is certainly no walk in the park, which is why it’s important to us that our mothers feel supported; and why offer enhanced maternity pay.
To support the new dads, we offer an enhanced paternity package that provide 2 weeks’ full pay at the most special of times.
We endeavour to ensure everyone is given support and encouragement before, during and on their return to work from adoption leave.
Sadly, some of you will lose loved ones during your time with us. So we offer 5 days’ ‘to say goodbye’ leave (and compassionate leave), on full pay.
Most of you will have caring responsibilities, so we provide 2 days in a rolling 12-month period, paid at full pay to look after dependents.
To carry out your role there will be knowledge and skills you need to master. So, we provide every member of staff with a tailored training plans.
To progress yours skills beyond your immediate job requirements, we’ll either fund specific courses to study inside or outside of work, if you’d like.
To support both our staff and local businesses, we’ve built our own discount scheme with a combination of local businesses and our customers.
Every day, we provide a meal to every member of our team who would like one completely free of charge – helping save over £1,700 a year!
Whilst we like everyone to have a well-earned rest throughout the year, we do offer the option to sell up to 5 days of your annual leave.
As recognition of long-service, we reward anyone that has worked for us for 5, 10, 15, 20, 25 or 30 years (and no doubt more in the future).
To help everyone look sharp at the office we provide all of our staff with a selection of clothing from The HBP Group Wardrobe.
Twice a year, we feedback to everyone about our performance and have a good ol’ knees up. Great chance to catch-up with colleagues.
We don’t need much of an excuse to host a barbecue when the sun comes out, but we also have mini celebrations throughout the year.
If a person you recommend joins and passes their probation, you get 3,000 big ones added to your next payslip. That’s right, £3,000!
Our pension scheme provides those that are eligible with a pension, that has a matched contribution of up to 4% available from us too.
A robust ESG plan in place, focussing on 3 key areas: good health and wellbeing, decent work and economic growth and climate action.
We use a psychometric testing to help you, our managers and your colleagues adapt behaviours, to get the best out of each other.
Each year, we ask you to spend some time with one of our leadership team to provide your honest opinions about the business.
The HBP Group are an award-winning provider of Managed IT Services & ERP Software in UK with over 30 years' experience
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info@thehbpgroup.co.uk
01482 423910