Service Desk Consultant

CAP Resourcing LTD; Glasgow; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Bonus

Pension

Life assurance

Healthcare plan

Job summary

CAP Resourcing Ltd is recruiting a Service Desk Consultant – 2nd Line (Infrastructure) to join a hybrid team across the UK hubs, including Glasgow. You will act as a technical escalation point for 1st Line engineers and take ownership of complex incidents across on-prem and cloud environments.

The role requires hands-on experience with servers, networking, Microsoft 365/Exchange, and security. A UK driving licence and mentoring skills are highly valued; AZ certifications are nice-to-have.

Qualifications

• Strong hands-on experience with on-premises servers, networking (routing/switching), and cloud/hybrid infra.
• Deep experience with Microsoft 365, Exchange, and virtualization technologies.
• Solid knowledge of firewalls, enterprise antivirus (Sophos), and IT security.
• Hands-on with on-prem and cloud backup solutions, plus hosted telephony.
• Full UK Driving Licence required.
• Excellent phone manner and ability to mentor teammates.
• Active Microsoft Associate certifications (AZ-104, AZ-500, AZ-700, AZ-140, or SC-300) desirable but not essential.

Responsibilities

• Act as a key technical escalation point for 1st Line Engineers, Apprentices, and junior team members.
• Investigate, troubleshoot, and resolve complex incidents across on-premises and cloud environments.
• Work across traditional infrastructure and cloud platforms in a hybrid setup.
• Mentor and support junior staff to promote knowledge sharing.

Skills

On-prem servers

Networking (routing & switching)

Cloud / Hybrid infrastructure

Microsoft 365 & Exchange

Virtualisation technologies

Firewalls & IT security

Backup solutions

Hosted telephony

Full UK Driving Licence

Mentoring / team guidance

Relationship building

Microsoft Associate certs

Tools

Microsoft 365

Exchange

Backup solutions

Job description

Service Desk Consultant – 2nd Line (Infrastructure)

Locations: Newcastle upon Tyne, Bristol, or Glasgow

(Hybrid / Flexible Working Available)

Salary: Up to £40,000 per annum (DOE) + 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.

Experience Required

• Strong hands‑on background in on premises 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
• In return you will receive and basic salary up to £40,000 (DOE)
• Performance related bonus
• 25 days annual leave + bank holidays (increasing with service)
• Pension
• Life assurance and healthcare plan