Job Title: Service Desk Consultant - Level 2
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.
TSG are one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid-market. 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). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
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.
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