Senior Service Desk Consultant - 3rd Line

 

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.

 

 

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.

 

 

 

 

 

 

 

 

Benefits;