Service Desk Consultant

CAP Resourcing LTD; United States; Remote; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Bonus

Pension

Healthcare

Life assurance

Job summary

CAP Resourcing LTD is hiring a 2nd Line Service Desk Consultant to join a Microsoft-designated Managed IT Services Provider. The role is fully remote across the UK, focusing on escalations for 1st Line engineers and handling complex incidents in on-prem and cloud environments.

You will work on Microsoft 365, Exchange, and virtualization technologies, with opportunities to mentor juniors and contribute to a high-performing IT team.

Qualifications

• Strong hands-on background in on-premises servers, networking, and cloud/hybrid infrastructure.
• Deep experience with Microsoft 365 and Exchange; Virtualisation techs.
• Active security tooling and IT incident management experience.

Responsibilities

• Act as escalation point for 1st Line engineers and juniors.
• Investigate, troubleshoot and resolve complex incidents on on-prem and cloud environments.
• Mentor and support team members while maintaining relationships with customers.

Skills

Troubleshooting

Customer service

Mentoring

Communication

Team coordination

Education

Microsoft Associate certification (AZ-104/EX-500/700/140/SC-300)

Tools

Microsoft 365

Exchange

Virtualisation

Firewalls/Sophos

Backup solutions

Job description

Service Desk Consultant – 2nd Line (Infrastructure)

Locations: Fully remote

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