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- Tasks: Diagnose and resolve technical incidents while delivering exceptional customer service.
- Company: Join TSG, a leading Managed IT Services provider with a commitment to excellence.
- Benefits: Enjoy competitive salary, bonus scheme, flexible working, and generous leave.
- Why this job: Make a real impact in tech while growing your skills in a supportive environment.
- Qualifications: Microsoft certification and strong expertise in infrastructure and cloud technologies required.
- Other info: Be part of a culture that values feedback, community support, and environmental responsibility.
The predicted salary is between 28800 - 48000 £ per year.
Location: Glasgow (hybrid working - 3 days in the office, 2 remote)
Salary: Up to £40k per year + bonus
Job type: Full Time, Permanent
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 such as networking and servers, as well as cloud environments. You will ensure timely resolution, maintain accurate documentation, and deliver exceptional customer service while adhering to agreed SLAs.
Additionally, you will collaborate 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?
TSG (Technology Services Group) are 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 alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.
Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our accreditation as a 'Great Place to Work' in addition to being placed on the 'UK's Best Workplaces in Tech' list in both 2024 and again in 2025. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.
Why should I work for TSG?
- Employee ownership - as a growing business we want to ensure that everybody who contributes towards our success, shares in our success.
- High performing members of Team TSG are entered into an employee benefits trust (EBT).
- Our open and honest culture where feedback is taken on-board and acted upon.
- Our social events - annual all expenses paid 'TSG Festival' and team building funds.
- Two paid CSR days per annum that you can use to support the community.
- Giving something back - the 'TSG Foundation' established in November 2022 has so far donated over £160,000 to support nominated businesses and charities.
- Our responsibility to the environment as we work towards net carbon zero.
- Flexible working opportunities including home working and hybrid options.
- Annual salary benchmarking.
- Excellent progression opportunities, training and support, including recognised qualifications.
Job responsibilities will include, but are not limited to:
- Ensure customers' tickets are responded to within SLA.
- Ensure communication with the customer is regular with regards to their incident/change request.
- Diagnose and resolve incidents using TSGs remote access tools and verbal instructions.
- Update TSGs ticketing system and technical information repository with detailed notes.
- Liaise with partners and third parties to aid in the resolution of incidents.
- Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers.
- Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers.
Knowledge, Skills & Experience:
- At least one Microsoft certification at the 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 or SC-300: Identity and Access Administrator Associate.
- A full UK driving license is required.
- Strong expertise in on-premise infrastructure, including networking and server management, combined with solid cloud skills.
- Proficient understanding of firewalls, anti-virus, and other security technologies.
- Hands-on experience with Microsoft Exchange and Office 365.
- Strong relationship-building skills with the wider business.
- In-depth understanding of firewall technologies.
- Experience with cloud-based backup solutions.
- Good understanding of on-premises backup technologies.
- Knowledge of hosted telephony.
- Familiarity with routing and switching.
- Experience with enterprise anti-virus software, such as Sophos.
- Significant experience supporting hybrid or cloud infrastructure.
Benefits:
- 25 days annual leave + public holidays, rising with length of service.
- Employee benefits trust.
- Company bonus scheme.
- Life assurance 4 x Salary.
- Contributory pension scheme at 4% matched.
- Healthcare and cash plan.
- Electric vehicle salary sacrifice scheme.
- Cycle to work scheme.
- Employee discounts.
- Employee assistance programme.
- 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.
Candidates with the experience or job titles of: IT Technician, IT Support Engineer, Infrastructure Engineer, will also be considered for this role.
Service Desk Consultant 2nd Line (Infrastructure) in Glasgow employer: Technology Services Group
Contact Detail:
Technology Services Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Consultant 2nd Line (Infrastructure) in Glasgow
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works at TSG. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Show off your skills! If you’ve got experience with Microsoft certifications or on-premise infrastructure, make sure to highlight that in conversations. We love seeing candidates who can demonstrate their expertise in real-time.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on your troubleshooting techniques and be ready to discuss how you’d handle specific incidents. We want to see your thought process and how you tackle challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining Team TSG!
We think you need these skills to ace Service Desk Consultant 2nd Line (Infrastructure) in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Consultant role. Highlight your experience with on-premise infrastructure and cloud environments, as well as any relevant Microsoft certifications. We want to see how your skills match what we're looking for!
Show Off Your Customer Service Skills: Since this role involves delivering exceptional customer service, don’t forget to include examples of how you've gone above and beyond for customers in the past. We love candidates who can demonstrate their commitment to service excellence!
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to technical details!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates directly from us. Plus, it shows you're keen on joining Team TSG!
How to prepare for a job interview at Technology Services Group
✨Know Your Tech Inside Out
As a Service Desk Consultant, you'll need to demonstrate your expertise in on-premise infrastructure and cloud environments. Brush up on your knowledge of networking, server management, and Microsoft certifications. Be ready to discuss specific scenarios where you've successfully diagnosed and resolved technical incidents.
✨Showcase Your Customer Service Skills
Exceptional customer service is key in this role. Prepare examples of how you've effectively communicated with customers during technical issues. Highlight your ability to keep them informed and reassured while resolving their problems, as this will show you understand the importance of maintaining strong relationships.
✨Familiarise Yourself with SLAs
Understanding Service Level Agreements (SLAs) is crucial for this position. Be prepared to discuss how you've managed your time and prioritised tasks to meet SLAs in previous roles. This will demonstrate your commitment to timely resolutions and your ability to work under pressure.
✨Prepare for Team Collaboration Questions
Collaboration with other technical teams is a big part of the job. Think of examples where you've worked with others to solve complex issues or contributed to continuous improvement initiatives. This will show that you're a team player who values knowledge sharing and collective success.