Service Desk Consultant

Cap Resourcing; Newcastle upon Tyne; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Bonus

Pension

Healthcare plan

Employee Ownership

25 days annual leave

Job summary

Cap Resourcing seeks a 2nd Line Service Desk Consultant (Infrastructure) to join its UK team. The role covers escalation for 1st Line Engineers and juniors, investigating and resolving complex incidents across on-premises and cloud environments.

Based in Newcastle, Bristol, or Glasgow with hybrid/flexible working, you will mentor staff and contribute to service delivery. A strong background in Microsoft 365, security and backup is essential.

Qualifications

• 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 and enterprise antivirus (Sophos).
• Hands-on knowledge of on-premises and cloud-based backup solutions, plus hosted telephony.
• Full UK Driving Licence required.

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 infrastructure and cloud environments.
• Contribute to improving IT service delivery and knowledge sharing.
• Mentor and support junior colleagues to develop capabilities.

Skills

On-prem servers

Networking (routing & switching)

Cloud / Hybrid infrastructure

Microsoft 365

Exchange

Virtualisation

Firewalls

Enterprise antivirus Sophos

Backup solutions

Hosted telephony

Driving license (UK)

Mentoring

Microsoft Associate certs

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

• basic salary up to £40k + performance-related bonus
• 25 days annual leave + bank holidays (increasing with service)
• pension, life assurance and healthcare plan