2nd Line Infrastructure Engineer

Sitting within the Infrastructure practice, the 2nd Line Engineer is a vital member of LIMA’s Service Desk team, actively engaging with customers and taking ownership of technical issues.

This individual can confidently troubleshoot and resolve a wide range of support tickets, delivering high-quality service while maintaining strong communication and a customer-focused approach.

Day to day responsibilities

• Manage incidents from customers and LIMA’s hosted environment on a priority basis and provide the highest standards of professionalism and skill, in order to resolve customer issues efficiently and accurately.
• Ensure customers and involved parties are updated with their incident progress either by phone or by using ConnectWise Manage (Our service desk ITSM application) in a timely manner in alignment with SLA’s.
• Provide your knowledge to troubleshoot and identify technical issues raised by our monitoring platform or by customer engagement. Continuing to either resolve or provide a clear escalation to the 3rd Line engineers, whereby you will assist in the resolution and still develop your skillset
• Provide a knowledgeable point of technical escalation relating to your skillset and assist our CSMs, who are aligned to our customers and offer guidance on breaking down technical issues into clear communications for non-technical parties.
• Take long standing or repeat incidents and progress them under ITIL problem management processes to ensure the long-standing reliability for our customer environments.
• Support our customers through planned release management processes by planning, preparing, conducting, and documenting the process.
• Align to the On-Call rota as an escalation engineer that will support LIMA customers outside of standard business hours and weekends in a 1-week-in-4 rota.

Experience and Skills

• Proven experience with technical accreditations and demonstrable expertise in supporting and troubleshooting infrastructure solutions across a range of technologies, including NetApp FAS, AFF, and E-Series storage; VMware and Hyper‑V hypervisors; Veeam Backup & Replication, Commvault, Rubrik, and Datto backup solutions; Cisco UCS, Dell PowerEdge, and HP ProLiant hardware; cloud platform administration; and monitoring and observability tools such as LogicMonitor and Zabbix.
• A demonstrably good troubleshooting methodology
• A good communicator at a technical and non-technical level in written and oral forms
• An understanding of Risk/Impact of changes made to customer environments
• Experience managing your own time and responsibilities whilst keeping to strict customer SLA’s
• Good time recording and record keeping, maintaining customer information
• Experience in working alongside service departments within the standard ITIL framework
• Certifications in the aforementioned technologies
• Certified to ITIL Foundation or higher
• Experience delivering backup and disaster recovery planning, testing and improvements
• Experience in completing Root Cause Analysis documents, post-incident

About LIMA

At LIMA, we help organisations achieve their ambitions through insight‑led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth. But we know that our success is powered by our people.

We’re proud to be a Great Place to Work company for the second year running, and our team consistently tells us that the people are the best thing about working here. We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support and a strong benefits package.

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