We’re looking for a skilled 2nd Line Service Desk Consultant to join a busy and collaborative IT support function, providing advanced technical support across infrastructure and cloud environments.
In this role, you’ll take ownership of escalated incidents, working across servers, networking, and Microsoft cloud technologies to deliver timely, high?quality resolutions while maintaining excellent customer service standards.
Key Responsibilities
Technical Support & Incident Management
- Take ownership of escalated tickets, ensuring resolution within agreed SLAs
- Diagnose and resolve complex technical issues across infrastructure, desktops, and cloud services
- Use remote tools and direct communication to support end users effectively
- Maintain accurate and detailed ticket updates and technical documentation
Escalation & Collaboration
- Act as an escalation point for 1st Line Engineers and junior team members
- Work closely with 3rd Line and specialist teams to resolve high?priority issues
- Liaise with external suppliers and partners where required
Knowledge Sharing & Mentoring
- Support the development of junior team members through guidance and mentoring
- Contribute to internal knowledge bases and documentation
- Assist with onboarding and induction of new team members
Service Improvement
- Identify recurring issues and suggest improvements to processes and systems
- Maintain a strong focus on service quality and customer satisfaction
Skills & Experience
- Proven experience in a 2nd Line / Service Desk / IT Support role
- Strong knowledge of Windows Server, networking, and infrastructure environments
- Experience with Microsoft 365, Exchange Online, and cloud platforms (Azure)
- Understanding of firewall, security, and antivirus technologies
- Experience supporting desktop environments and end users
Desirable
- Azure certifications (AZ?104, AZ?500, etc.)
- Experience with virtualisation technologies
- Knowledge of backup solutions, telephony, or network routing/switching
We’re looking for a skilled 2nd Line Service Desk Consultant to join a busy and collaborative IT support function, providing advanced technical support across infrastructure and cloud environments.
In this role, you’ll take ownership of escalated incidents, working across servers, networking, and Microsoft cloud technologies to deliver timely, high?quality resolutions while maintaining excellent customer service standards.
Key Responsibilities
Technical Support & Incident Management
- Take ownership of escalated tickets, ensuring resolution within agreed SLAs
- Diagnose and resolve complex technical issues across infrastructure, desktops, and cloud services
- Use remote tools and direct communication to support end users effectively
- Maintain accurate and detailed ticket updates and technical documentation
Escalation & Collaboration
- Act as an escalation point for 1st Line Engineers and junior team members
- Work closely with 3rd Line and specialist teams to resolve high?priority issues
- Liaise with external suppliers and partners where required
Knowledge Sharing & Mentoring
- Support the development of junior team members through guidance and mentoring
- Contribute to internal knowledge bases and documentation
- Assist with onboarding and induction of new team members
Service Improvement
- Identify recurring issues and suggest improvements to processes and systems
- Maintain a strong focus on service quality and customer satisfaction
Skills & Experience
- Proven experience in a 2nd Line / Service Desk / IT Support role
- Strong knowledge of Windows Server, networking, and infrastructure environments
- Experience with Microsoft 365, Exchange Online, and cloud platforms (Azure)
- Understanding of firewall, security, and antivirus technologies
- Experience supporting desktop environments and end users
Desirable
- Azure certifications (AZ?104, AZ?500, etc.)
- Experience with virtualisation technologies
- Knowledge of backup solutions, telephony, or network routing/switching
Apply
Share this Job
Consultant
Adam Gowland
Adam joined Jackson Hogg in July 2024, bringing with him over six years of industry experience. He leads Senior IT and Infrastructure recruitment across the North East of England, partnering with organisations to identify high-calibre talent and supporting candidates in securing the next step in their careers. Outside of work, Adam enjoys staying active; whether that’s playing a round of golf, taking long walks with his dog, or spending time at the gym.
Management & Infrastructure
07460047738
adam.gowland@jacksonhogg.comRelated jobs
3rd Line Escalation Engineer
We are looking to hire a skilled Escalation Engineer to work closely w
2nd Line Engineer
We’re looking for a skilled 2nd Line Service Desk Consultant to join a busy and collaborative IT support function, provi
Software Engineer
Software Engin