1st line IT Support Technician

Job Title: 1st line IT Support Technician (Tier 1)
Location: Remote (UK Timezone)
Type: Full-Time
Salary: Competitive & Based on Experience
About The HBP Group
At The HBP Group, we’ve been delivering cutting-edge IT and ERP solutions to UK businesses since 1991. We’re a trusted name in managed IT support, cybersecurity, and cloud services, with a reputation for exceptional service, innovative solutions, and a people-first culture. We partner with businesses across the UK to stabilise, adopt, and enable technology that drives growth and efficiency.
Now, we’re looking for a proactive, tech-savvy Tier 1 IT Support Technician to be the frontline of our customer support team.
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What You'll Do
As our 1st Line Support Technician, you'll be the first port of call for IT queries from our diverse UK client base. Your day-to-day will include:
• Troubleshooting and resolving hardware, software, and networking issues.
• Providing support across Microsoft 365, Windows Server, and desktop environments.
• Escalating complex issues to Tier 2 or Tier 3 teams as needed.
• Logging and managing tickets efficiently through our internal systems.
• Delivering top-notch customer service and clear communication.
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What We're Looking For
Must-Have Experience & Skills:
• 2+ years in a technical support or help desk role.
• Strong interpersonal and communication skills.
• Great attitude with a willingness to learn and go the extra mile.
• Confidence working independently and under pressure.
Technical Skills:
• Office 365 suite: Azure AD, Exchange, SharePoint, Teams.
• Windows Server: Active Directory, DNS, DHCP, DFS, and File/Print Servers.
• Desktop support: Windows 10/11 environments.
• Basic network troubleshooting: firewalls, wireless access points, switches.
• Cybersecurity tools: antivirus, anti-malware, encryption, MFA.
• Cloud backup: Office 365 backup systems.
Bonus Points For Experience With:
• HaloPSA or similar ticketing systems.
• RMM tools and remote desktop management platforms.
• Solutions like Sophos Central, Ubiquiti/Unifi, Exclaimer, Altaro/VM backup tools.
• Knowledge of SLAs and KPIs in a support environment.
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Why Work With Us?
At The HBP Group, we don’t just support technology—we support people. We offer:
• A collaborative, team-oriented environment.
• Access to modern tools and technologies.
• Opportunities for professional development and internal progression.
• Recognition as one of the UK’s best mid-sized companies to work for.
• Flexible working and genuine work-life balance.
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Ready to Apply?
Send us:
• A link to your PDF resume
• A cover letter telling us why you're a great fit
• Use 8 apply points to submit