2nd Line Network Engineer

Following a promotion, we're hiring for a 2 nd Line Network Engineer to join our Service Desk team. You will play a key role as an experienced 2nd Line Engineer, actively engaging with customers and taking ownership of technical issues. We're looking for someone who 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 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 with 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 reliability of our customer environments
• Support our customers through planned release management processes by planning, preparing, conducting, and documenting the process.
• Participate in the On-Call rota as an Escalation Engineer, providing technical support and responding to customer escalations outside standard business hours, including weekends, on a 1-week-in-4 rotation.

Experience and Skills:

• Experience working with enterprise networking platforms like Palo Alto, Cisco, Juniper.
• Exposure to monitoring tools (e.g., LogicMonitor, SolarWinds, NetFlow).
• Strong documentation and network diagramming skills.
• Proven experience in switching, routing, firewalling and wireless technologies
• CCNA or equivalent vendor certifications.
• Experience working with network protocols (e.g., DHCP, DNS, VLAN, OSPF, EIGRP)
• Experience in troubleshooting both WAN & LAN technologies.
• Ability to analyse packets using relevant tooling.
• Ability to troubleshoot and resolve technical problems, alongside updating knowledge bases to ease future issue diagnosis.

Our ideal candidate will be a self-motivated professional with excellent time management and strong written and verbal communication skills, capable of engaging effectively at all organisational levels. Experienced in collaborating with service departments and operating within the standard ITIL framework to support efficient and structured service delivery.

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.

35,000 - 45,000

Hours

37.5

Joining our team comes with a range of benefits designed to enhance your work experience and well-being:

• Holidays: Time to relax with 25 days holiday (pro rata for part time employees), plus bank holidays. You will also have the option to buy or sell 5 days leave each year
• Birthday Leave: An additional paid day to celebrate your birthday with family and friends
• Healthcare: From day one you'll have access to Medicash our healthcare cash back plan and after two continuous years of service have the option to join our private medical scheme
• Professional Development: Access to ongoing training and development opportunities to help you grow in your career.
• Family Leave: Enhanced maternity, paternity and adoption pay after two continuous years service
• Employee Assistance Program: Confidential counselling and support services to help you navigate life's challenges.
• Salary Sacrifices Schemes: To support you to save for retirement or purchase an electric car or bike
• Team Building Events: Engage with your colleagues through team-building activities and events.

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