Service Desk Consultant - Level 2 (Infrastructure)

TSG; Newcastle upon Tyne; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Employee ownership

Company bonus scheme

Life assurance

Contributory pension

Healthcare

Cycle to work

CSR days

EV salary sacrifice

Flexible working

Training & qualifications

Sick pay

Career progression

Job summary

TSG is seeking a Level 2 Service Desk Consultant to diagnose, troubleshoot and resolve incidents escalated from the 1st Line team, across on-premise and cloud environments. You will deliver timely resolutions, document changes, and mentor junior staff while meeting SLAs.

You will collaborate with cross-functional teams, contribute to knowledge bases, and support Apprentices and 2nd line engineers as part of our Ownership Ladder and commitment to service excellence.

Qualifications

• At least one Microsoft certification at associate level (e.g., AZ-104, AZ-500, AZ-700, AZ-140 or SC-300).
• Full UK driving license required.
• Strong on-premise infrastructure knowledge (networking and servers) with solid cloud skills.
• Experience with virtualization technologies.
• Proficient with firewall, security tech, and Office 365/Exchange.

Responsibilities

• Respond to customers’ tickets within SLA and maintain regular communication.
• Diagnose and resolve incidents using remote tools and documented procedures.
• Update ticketing systems and knowledge bases with detailed notes.
• Liaise with partners/third parties to aid incident resolution.
• Mentor and coach Service Desk Agents and junior engineers.

Skills

Microsoft certs

UK driving licence

On-prem networking

Server management

Virtualisation

Security technologies

Exchange/Office 365

Coaching/mentoring

Customer service

Hybrid/cloud infra

Job description

As a Level 2 Service Desk Consultant you will take ownership of diagnosing, troubleshooting, and resolving technical incidents escalated from the 1st Line team. This includes investigating complex issues across on-premise infrastructure such as networking and servers, as well as cloud environments. You will ensure timely resolution, maintain accurate documentation, and deliver exceptional customer service while adhering to agreed SLAs.

Additionally, you will collaborate with other technical teams to collaborate with other technical teams to assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.

TSG are one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our accreditation as a ‘Great Place to Work’ in addition to being placed on the ‘UK’s Best Workplaces in Tech’ list in both 2024 and again in 2025. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.

Ownership at TSG

Every role at TSG comes with our Ownership Ladder. It sets out what ownership means here — from doing your own task well to owning the outcome end-to-end, following the work through every handoff until it lands, and bringing solutions rather than just problems. We include it in every job description because it applies to every person, whatever the role or level. It's the standard we hire to, work to, and back each other on. When you join us, you'll be operating above the ownership line — seeing it, owning it, solving it, and delivering it.

Why should I work for TSG?

• Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
• Our open and honest culture where feedback is taken on-board and acted upon
• Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
• Two paid CSR days per annum that you can use to support the community
• Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
• Our responsibility to the environment as we work towards net carbon zero
• Flexible working opportunities including home working and hybrid options
• Annual salary benchmarking
• Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

• Ensure customers' tickets are responded to within SLA.
• Ensure communication with the customer is regular with regards to their incident/change request.
• Diagnose and resolve incidents using TSGs remote access tools and verbal instructions.
• Update TSGs ticketing system and technical information repository with detailed notes.
• Liaise with partners and third parties to aid in the resolution of incidents.
• Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers.
• Maintain a high-quality service for our customers.
• Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers.
• Assist in the creation of best practice, new user and leaver guides.
• Act as Buddy when required for the induction of new 2nd line team members.
• You will also be expected to carry out any reasonable duties which may be requested from time to time.

Knowledge, Skills & Experience;

• At least one Microsoft certification at the associate level, such as - AZ-104: Azure Administrator Associate, AZ-500: Azure Security Engineer Associate, AZ-700: Azure Network Engineer Associate, AZ-140: Azure Virtual Desktop Associate or SC-300: Identity and Access Administrator Associate
• A full UK driving license is required.
• Strong expertise in on-premise infrastructure, including networking and server management, combined with solid cloud skills.
• Extensive knowledge of server and networked environments.
• Experience with virtualisation technologies.
• Proficient understanding of firewalls, anti-virus, and other security technologies.
• Hands-on experience with Microsoft Exchange and Office 365.
• Ability to tailor coaching and training styles to meet individual needs.
• Strong relationship-building skills with the wider business.
• Professional telephone manner.
• In-depth understanding of firewall technologies.
• Experience with cloud-based backup solutions.
• Good understanding of on-premises backup technologies.
• Knowledge of hosted telephony.
• Familiarity with routing and switching.
• Experience with enterprise anti-virus software, such as Sophos.
• Significant experience supporting hybrid or cloud infrastructure.
• 25 days annual leave + public holidays, rising with length of service
• Employee benefits trust
• Company bonus scheme
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Healthcare and cash plan
• Electric vehicle salary sacrifice scheme
• Cycle to work scheme
• Employee assistance programme
• Paid CSR Days
• Company sick pay and income protection cover
• Enhanced Maternity and Paternity pay
• Discounted gym membership
• Long service rewards