TSG
Service Desk Consultant - Level 2 (Infrastructure)
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Level 2 Service Desk Consultant
About the Role
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 (networking, servers) and cloud environments.
- Ensuring timely resolution, maintaining accurate documentation, and delivering exceptional customer service while adhering to SLAs.
- Collaborating with other technical teams to escalate and resolve advanced problems, contributing to continuous improvement initiatives and knowledge sharing within the service desk.
Who Are We?
We are TSG (Technology Services Group), 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.
- Investing in our colleagues to provide them with the tools and knowledge needed to achieve great results.
We are one of the few Microsoft Partners in the UK to hold all six Microsoft designations and among the only specialist providers for the mid-market sector. Our commitment to excellence is reflected in our consistent NPS score of +80, our Great Place to Work accreditation, and our placement on the ‘UK’s Best Workplaces in Tech’ list in both 2024 and 2025.
Our guiding principles are Team TSG, Service Excellence, and Shared Growth.
Why Should I Work for TSG?
Employee Ownership
- As a growing business, we ensure that employees who contribute to our success share in that success.
- High-performing members of Team TSG are eligible for an Employee Benefits Trust (EBT), meaning employees benefit from company proceeds, fostering a long-term, high-performing culture.
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Culture & Benefits
- Open and honest culture, with feedback taken on-board and acted upon.
- Annual ‘TSG Festival’ (all-expenses-paid social event) and a team-building fund.
- Two paid CSR days per year for supporting the community.
- The ‘TSG Foundation’ (established in November 2022) has already donated over £160,000 to nominated businesses and charities.
- Net-zero environmental commitment.
- Flexible working policies, including home-working and hybrid options.
- Annual salary benchmarking to ensure fair progression.
- Excellent training and progression opportunities, including recognition qualifications.
Key Responsibilities
Ensure customers' tickets are managed effectively by:
- Responding to incidents within SLA targets.
- Keeping customers regularly updated on incident or change request progress.
- Diagnosing and resolving incidents using TSG remote access tools and guidance.
- Updating TSG’s ticketing system and technical repositories with detailed records.
- Liaising with partners and third parties to prevent delays in resolving incidents.
People and Team Development
- Act as an escalation point for 1st Line Agents, Apprentices, and junior 2nd Line Engineers.
- Provide mentoring, coaching, and tutoring to the team.
- Contribute to best practice development, new user guides, and leaver documentation.
- Act as a Buddy during the induction of new 2nd Line team members.
Duties
You will also carry out reasonable additional tasks as needed by the business.
Knowledge, Skills & Experience
Technical Qualifications
- At least one Microsoft certification at 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
- SC-300: Identity and Access Administrator Associate
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Licensing
- Full UK driving license is required.
Technical Proficiencies
- Expertise in on-premise infrastructure (networking, server management) with strong cloud skills.
- Experience in servers, networks, and virtualisation technologies.
- Desktop support background.
- Proficiency in firewalls, antivirus, and security technologies.
- Hands-on knowledge of Microsoft Exchange, Office 365, and hybrid environments.
- Familiarity with cloud backup solutions.
- Experience with hosted telephony, routing, switching, and enterprise antivirus software (e.g., Sophos).
Soft Skills
- Ability to adapt coaching and training styles to individual needs.
- Strong relationship-building skills with internal and customer-facing teams.
- Professional telephone manner.
- Experience in hybrid or cloud infrastructure support.
Benefits
- 25 days annual leave (+public holidays) – increasing with length of service.
- Employee Benefits Trust (EBT).
- Company bonus scheme.
- Life assurance (4x salary).
- Contributory pension (4% matched).
- Healthcare, cash plan, and tax benefits:
- Electric vehicle (EV) salary sacrifice scheme.
- Cycle-to-work scheme.
- Employee discounts.
- Employee Assistance Programme (EAP).
- Paid CSR Days, company sick pay, and income protection cover.
- Enhanced Maternity and Paternity pay.
- Employee recognition scheme.
- Eyecare vouchers.
- Discounted gym membership.
- Long-service rewards.
If this role resonates with you, please apply today to be considered.
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