2nd Line Service Desk Consultant (Infrastructure)

About the role

As a 2nd Line Service Desk Consultant you will be the primary technical escalation point for 1st Line engineers, apprentices and junior staff, handling complex incidents across on‑premises and cloud environments.

Key responsibilities

• Investigate, troubleshoot and resolve advanced infrastructure incidents.
• Provide guidance and mentorship to junior team members and apprentices.
• Collaborate with 1st Line engineers to ensure smooth hand‑over of tickets.
• Maintain documentation of solutions and contribute to knowledge‑base articles.

Required profile

• Full UK driving licence.
• Excellent phone etiquette and relationship‑building skills.
• Passion for mentoring and supporting team development.
• Microsoft Associate‑level certification (e.g., AZ‑104, AZ‑500) desirable.

Required skills

• Hands‑on experience with on‑premises servers and networking (routing, switching).
• Proficiency in cloud/hybrid infrastructure and Microsoft 365/Exchange.
• Virtualisation technologies and firewalls.
• Enterprise antivirus solutions such as Sophos and overall IT security.
• Backup solutions (on‑prem and cloud) and hosted telephony.

What we offer

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