At a Glance
- Tasks: Diagnose and resolve complex technical issues while supporting customers and mentoring junior engineers.
- Company: A growing IT services provider with a collaborative and supportive culture.
- Benefits: Competitive salary, professional development, and a chance to work with cutting-edge technology.
- Other info: Opportunity for career growth in a varied infrastructure environment.
- Why this job: Join a dynamic team and enhance your technical skills while making a real impact.
- Qualifications: Experience in 2nd Line support, strong technical knowledge, and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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 involves taking 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.
2nd Line Service Desk Consultant in Bristol employer: Shape IT Recruitment
At Shape IT Recruitment, we pride ourselves on being an excellent employer that fosters a dynamic and collaborative work culture. As a Marketing Manager in a growing Microsoft technology consultancy, you'll enjoy the opportunity for professional growth while taking ownership of impactful campaigns that drive real business results. Our supportive environment encourages creativity and innovation, making it a rewarding place to develop your career in marketing.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Service Desk Consultant in Bristol
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss specific technical problems you've solved. This will demonstrate your expertise and problem-solving abilities.
✨Tip Number 3
Don’t forget to follow up! After interviews or networking events, drop a quick thank-you email to express your appreciation. It keeps you on their radar and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you a leg up. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace 2nd Line Service Desk Consultant in Bristol
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd Line Service Desk roles. We want to see how you've tackled complex technical problems and supported customers, so don’t hold back on those details!
Show Off Your Skills:In your cover letter, emphasise your knowledge of server, networking, and cloud environments. We’re looking for someone who can hit the ground running, so let us know how you’ve used these skills in past roles.
Be Personable:Remember, communication is key! When writing your application, showcase your customer service skills and how you maintain strong communication with clients. We love candidates who can connect with customers effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Shape IT Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of server, networking, and desktop environments. Be ready to discuss your experience with Microsoft 365, Exchange, and cloud infrastructure, as these are key areas for the role.
✨Show Off Your Troubleshooting Skills
Prepare to walk through a couple of complex technical problems you've solved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving abilities.
✨Communicate Like a Pro
Since this role involves maintaining strong communication with customers, practice explaining technical concepts in simple terms. Think about how you would explain a solution to someone without a technical background.
✨Be Ready to Mentor
As mentoring junior engineers is part of the job, be prepared to discuss your approach to teaching and supporting others. Share examples of how you've helped colleagues grow their skills in previous roles.
