Service Desk Consultant

Cap Resourcing; Gloucester; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Bonus

Pension

Life assurance

Healthcare plan

Job summary

CAP Resourcing is recruiting a 2nd Line Service Desk Consultant to escalate and resolve complex incidents across on‑premises and cloud infrastructure, in UK hubs such as Newcastle, Bristol and Glasgow, with hybrid/flexible working.

You will work with Microsoft 365, Exchange, virtualization, security tooling, backups and hosted telephony; driving licence required and MS Associate certifications are desirable.

Qualifications

• Strong hands-on background with on-premises servers, networking and cloud/hybrid infrastructure.
• Deep experience with Microsoft 365 and Exchange.
• Solid virtualization and security tooling knowledge (firewalls, antivirus).
• Hands-on backup solutions and hosted telephony experience.
• Full UK Driving Licence required.
• Mentoring and team-support focus.

Responsibilities

• Act as a key escalation point for 1st Line Engineers and junior team members.
• Investigate, troubleshoot and resolve complex incidents across on-premises and cloud environments.

Skills

On-prem servers

Networking (routing)

Cloud/Hybrid infra

Microsoft 365

Exchange

Virtualisation

Security tooling

Backups

Hosted telephony

Driving license

Mentoring

MS Associate certs desirable

Tools

Sophos

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

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