Senior Service Desk Consultant - 3rd Line
About the role;
We are looking for a highly capable Senior Service Desk Consultant (3rd Line) to join our Cloud Care function, supporting a diverse MSP client base across Microsoft 365, Azure and hybrid infrastructure environments.
Reporting to the Operations Director – Cloud Care, you will act as a senior technical escalation point for complex incidents, high-priority service requests and deep technical problem solving across modern managed environments. This is a cloud-first role, but not a cloud-only one. The right candidate will bring strong experience across the Microsoft cloud stack alongside proven capability in on-premise infrastructure, networking, servers, virtualisation and storage.
Our clients operate across a wide range of environments, from fully cloud-native estates through to more traditional hybrid platforms. As such, this role requires an engineer who can move confidently between Microsoft 365 administration, Azure troubleshooting, hybrid identity, endpoint management, server platforms, backup, networking and infrastructure diagnosis, always with a focus on restoring service quickly and delivering a high-quality customer experience.
This is a key senior role within the service operation. You will take ownership of complex escalations from 1st and 2nd Line teams, work closely with specialist cloud and infrastructure colleagues, and help drive issues through to resolution with clear technical leadership and strong client communication throughout. You will also be expected to look beyond individual incidents, identifying recurring issues, performing root cause analysis and contributing to continuous service improvement across the wider Cloud Care model.
Alongside technical depth, success in this role depends on strong operational discipline. You will be expected to manage work in line with agreed SLA targets, maintain excellent ticket hygiene and technical documentation, and contribute positively to the overall client experience, including customer satisfaction and NPS performance.
This role will suit a senior MSP engineer who enjoys complex troubleshooting, thrives in fast-moving managed environments, and wants to play an active role in a cloud-first support function that still values strong infrastructure fundamentals.
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.
Ownership at TSG
Every role at TSG comes with our Ownership Ladder. It sets out what ownership means here — from doing your own task well to owning the outcome end-to-end, following the work through every handoff until it lands, and bringing solutions rather than just problems. We include it in every job description because it applies to every person, whatever the role or level. It's the standard we hire to, work to, and back each other on. When you join us, you'll be operating above the ownership line — seeing it, owning it, solving it, and delivering it.
Why should I work for TSG?
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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
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Our open and honest culture where feedback is taken on-board and acted upon
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Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
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Two paid CSR days per annum that you can use to support the community
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Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
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Our responsibility to the environment as we work towards net carbon zero
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Flexible working opportunities including home working and hybrid options
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Annual salary benchmarking
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Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
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Effective management of complex incidents
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Ensuring that complex incidents are effectively managed
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Regular customer communication
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Diagnosing and resolve complex incidents
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Assist with the creation of best practice guides and update knowledge base
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Mentoring and coaching of all desk-based engineers
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Act as Buddy when required for the induction of new 2nd line team members and apprentices
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Other ad-hoc duties as requested by your line manager
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Assist in the continuous development of apprentices
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Identify patterns of reoccurring issues and highlight to the Team Leaders and the Third line team assisting with problem management when required
Knowledge, Skills & Experience;
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At least one Microsoft certification at the expert level
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Significant experience supporting on-premises or cloud infrastructure
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Significant experience within a complex Service Desk role within a managed services provider (MSP) environment
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A full UK driving license is required
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Additional vendor certifications at an equivalent level, such as Cisco CCNP, are desirable
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Extensive knowledge of server and networked environments
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Experience with virtualization technologies
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Strong background in desktop support
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Proficient understanding of firewall, anti-virus, and other security technologies
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Hands-on experience with Microsoft Exchange and Office 365
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Excellent customer service skills, with the ability to effectively address customer needs in various situations
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Strong relationship-building skills with the wider business
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In-depth understanding of firewall technologies
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Exceptional problem-solving and analytical skills, with a proactive approach to work
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Ability to work effectively both in a highly functional team and independently when required
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Strong communication and knowledge-sharing skills
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Good attention to detail, ensuring a consistent approach
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Effective communication skills are essential, along with strong time and workload management abilities. You should be able to prioritise work based on customer needs and manage multiple cases simultaneously with excellent organisational skills
Benefits;
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25 days annual leave + public holidays, rising with length of service
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Employee benefits trust
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Company bonus scheme
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Life assurance 4 x Salary
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Contributory pension scheme at 4% matched
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Healthcare and cash plan
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Electric vehicle salary sacrifice scheme
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Cycle to work scheme
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Employee discounts
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Employee assistance programme
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Paid CSR Days
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Company sick pay and income protection cover
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Enhanced Maternity and Paternity pay
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Employee recognition scheme
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Eyecare vouchers
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Discounted gym membership
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Long service rewards
If this sounds like the role for you, please apply today to be considered.
