2nd Line Service Desk Consultant

We’re recruiting on behalf of a growing IT services provider for an experienced 2nd Line Service Desk Consultant to join their technical support team. This role is ideal for someone who enjoys solving complex technical problems, supporting customers, and mentoring junior engineers.

The role

As a Level 2 Consultant, you’ll take ownership of diagnosing, troubleshooting, and resolving technical incidents escalated from the 1st Line team. You’ll work across on-premise infrastructure, networking, servers, and cloud environments, ensuring incidents are resolved efficiently while maintaining excellent customer communication and meeting SLAs.

You’ll also collaborate closely with 1st and 3rd line teams, contribute to knowledge sharing within the service desk, and help support and mentor more junior engineers.

Key responsibilities

* Diagnose and resolve complex technical incidents remotely

* Support environments across servers, networking, desktop, and cloud platforms

* Manage and update tickets, documentation, and knowledge bases

* Act as an escalation point for junior service desk engineers

* Work with internal teams and third-party vendors to resolve issues

* Maintain strong communication with customers throughout the support lifecycle

What we’re looking for

* Experience in a 2nd Line / Level 2 Service Desk or IT Support role

* Strong knowledge of server, networking, and desktop environments

* Experience supporting Microsoft 365, Exchange, and cloud infrastructure

* Familiarity with virtualisation, security technologies, and firewalls

* At least one Microsoft Associate-level certification (e.g., Azure Administrator or similar)

* Excellent troubleshooting, communication, and customer service skills

* Full UK driving licence

This is a great opportunity to join a collaborative technical team where you’ll work on varied infrastructure environments while continuing to develop your technical expertise