Service Desk Consultant

CAP Resourcing LTD; Newcastle upon Tyne; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Bonus

25 days annual leave

Pension

Life assurance

Healthcare plan

Job summary

CAP Resourcing LTD is recruiting a Service Desk Consultant (2nd Line) for our client in Newcastle upon Tyne. You will be the technical escalation point for 1st Line Engineers, apprentices and junior team members, investigating and resolving incidents across on-premises and cloud environments.

The role is hybrid with salary up to £40,000 (DOE) plus a performance bonus, along with 25 days leave, pension and healthcare.

Qualifications

• Strong hands-on background in on-premises servers, networking, and cloud/hybrid infrastructure.
• Deep experience with Microsoft 365, Exchange, and Virtualisation technologies.
• Strong command of firewalls, enterprise antivirus, 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 a basic salary up to £40,000 (DOE) and a bonus
• Pension, Life assurance and healthcare plan, 25 days annual leave + bank holidays

Responsibilities

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

Skills

On-prem servers

Networking

Cloud infrastructure

IT security

Backup solutions

Hosted telephony

Mentoring

Driving license

Tools

Microsoft 365

Exchange

Virtualisation

Job description

Service Desk Consultant – 2nd Line (Infrastructure)

Locations: Newcastle upon Tyne

(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