2nd Line Service Desk Consultant – Infrastructure

About the role

As a 2nd Line Service Desk Consultant you will act as the primary technical escalation point for 1st Line Engineers, apprentices and junior team members, taking ownership of complex incidents across on‑premises and cloud environments.

Key responsibilities

• Provide escalation support for 1st Line staff, guiding them through troubleshooting and resolution.
• Investigate, troubleshoot and resolve complex technical incidents spanning traditional infrastructure and modern cloud services.

Required profile

• Full UK driving licence.
• Excellent phone manner and strong relationship‑building capabilities.
• Passion for mentoring and developing junior team members.
• Active Microsoft associate‑level certification (e.g., AZ‑104, AZ‑500) is desirable but not essential.

Required skills

• Hands‑on experience with on‑premises servers and networking (routing, switching).
• Proficiency in cloud/hybrid infrastructure and Microsoft 365/Exchange.
• Knowledge of virtualization technologies.
• Experience with firewalls, enterprise antivirus solutions such as Sophos, and overall IT security.
• Familiarity with backup solutions and hosted telephony platforms.

What we offer

• Competitive salary up to £40,000 per annum plus performance‑related bonus.
• 25 days annual leave plus bank holidays, increasing with service.
• Pension scheme, life assurance and a comprehensive healthcare plan.