2nd Line Service Desk Consultant

Service Desk Consultant – 2nd Line (Infrastructure)

Locations: Newcastle upon Tyne, Bristol, or Glasgow

(Hybrid / Flexible Working Available)

Salary: Up to £40,000 per annum + Bonus

CAP Resourcing is proud to partner with a multi-award-winning, Microsoft-designated Managed IT Services Provider to recruit an experienced 2nd Line Service Desk Consultant.

Operating across key UK hubs including Newcastle upon Tyne, Bristol, and Glasgow, our client holds an elite workplace culture, an industry leading Net Promoter Score, and an Employee Ownership scheme that rewards high performers directly in the business's long-term success.

The Role

As a 2nd Line Service Desk Consultant, you will act as a key technical escalation point for 1st Line Engineers, Apprentices, and junior team members. You will take ownership of investigating, troubleshooting, and resolving complex technical incidents across both traditional on-premises infrastructure and modern cloud environments.

Key Responsibilities

Diagnose and resolve escalated incidents across cloud, server, and networking environments using remote management tools.

Respond to and manage customer tickets within defined SLAs, maintaining clear and consistent customer communication.

Act as a technical escalation point, mentor, and buddy for junior engineers and apprentices.

Maintain complete and accurate documentation within the ticketing system and technical knowledge of repositories.

Liaise with third-party vendors and external partners to drive problem resolution.

Assist in creating best practice documentation, onboarding guides, and standard operating procedures.

Experience Required

Strong hands-on background in on-premise servers, networking (routing, switching), and cloud/hybrid infrastructure.

Deep experience with Microsoft 365, Exchange, and Virtualisation technologies.

Strong command of firewalls, enterprise antivirus (e.g., Sophos), and IT security.

Hands-on knowledge of on-premises and cloud-based backup solutions, plus hosted telephony.

Full UK Driving License required.

Exceptional phone manner, strong relationship-building capabilities, and a passion for mentoring team members.

Active Microsoft Associate-level certification (e.g., AZ-104, AZ-500, AZ-700, AZ-140, or SC-300) is desirable but not essential

Package & Benefits

In return you will receive and basic salary up to £40k + performance-related bonus, 25 days annual leave + bank holidays (increasing with service) and a host of other benefits including pension, life assurance and healthcare plan

To apply for this opportunity or learn more about the position, please submit your updated CV directly to CAP Resourcing