Level 2 Service Desk Engineer — Hybrid IT Support

TSG; Glasgow; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Employee ownership via EBT

Company bonus scheme

Life assurance 4x Salary

Contributory pension 4% matched

Healthcare and cash plan

Cycle to work

Job summary

TSG is seeking a Level 2 Service Desk Consultant to diagnose, troubleshoot, and resolve incidents escalated from the 1st Line team. You will work across on‑premise infrastructure and cloud environments, ensuring timely resolution while maintaining SLAs and high service quality.

You will collaborate with technical teams to escalate and resolve complex problems, contribute to knowledge sharing, and participate in continuous improvement initiatives within the service desk.

Qualifications

• At least one Microsoft associate certification (e.g., AZ-104, AZ-500, AZ-700, AZ-140 or SC-300)
• Full UK driving license is required
• Strong expertise in on‑premise infrastructure incl. networking and servers, plus cloud skills
• Experience with server and networked environments and virtualization
• Proficient with firewalls, antivirus, and security technologies
• Hands-on experience with Microsoft Exchange and Office 365
• Ability to tailor coaching and training styles to individuals
• Hybrid or cloud infrastructure support experience

Responsibilities

• Respond to customers' tickets within SLA
• Maintain regular communication on incidents/changes
• Diagnose and resolve incidents using remote access tools and guided steps
• Update ticketing system and knowledge base with notes
• Liaise with partners/third parties to aid incident resolution
• Serve as escalation point for 2nd line engineers
• Mentor junior agents and contribute to best-practice guides
• Assist in induction of new team members

Skills

Microsoft certifications

Azure knowledge

On‑premise networking

Server management

Cloud skills

Virtualisation

Firewall & security

Office 365

Exchange

Coaching & training

Relationship building

Excellent telephone manner

Hybrid/cloud infra support

Tools

Remote access tools

Job description

TSG is seeking a Level 2 Service Desk Consultant to diagnose, troubleshoot, and resolve incidents escalated from the 1st Line team. You will work across on‑premise infrastructure and cloud environments, ensuring timely resolution while maintaining SLAs and high service quality.

You will collaborate with technical teams to escalate and resolve complex problems, contribute to knowledge sharing, and participate in continuous improvement initiatives within the service desk.