It support engineer â 2nd line; field & remote

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

Peterborough

Hbp Group

Published by Jobsxl

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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.

• 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

• 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

• 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

• 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

• Monitor infrastructure alerts using RMM and monitoring systems
• Investigate alerts promptly and take corrective action where required

• Provide guidance to customers to help prevent common IT issues
• Explain resolutions clearly and encourage the use of appropriate support channels and resources

In this role you will support a range of modern IT environments across our customer base. Typical technologies include:

• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Intune / Endpoint Management
• Windows 10 / Windows 11
• Microsoft Defender security stack
• 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