Job Description

We are recruiting for a 3rd Line Engineer to join our Service Desk. Our Service Desk consists of three practices, Infrastructure, Modern Workplace and Networking. This position will sit within the Modern Workplace team.



From infrastructure and cloud solutions to cyber security, managed services and beyond, LIMA's partnership-based working style enables businesses to achieve their most ambitious goals and deliver long-term value. In over 25 years, it's made us a trusted provider to UK organisations across the public and private sector.

Day to day you will

Manage incidents from customers and LIMA's cloud 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) on time in alignment with SLAs. Provide a knowledgeable point of technical escalation for the 2nd line engineers relating to your skillset and assist our Customer Success Managers, 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 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.

To be successful you should be able to demonstrate:

Up to date technical accreditations or demonstratable experience in supporting or troubleshooting Modern Workplace solutions, Azure, Citrix and Microsoft stack An excellent troubleshooting methodology Strong experience in identifying and delivering continuous service improvements for your areas of responsibility A good communicator at a technical and nontechnical level in written and oral forms Experience in mentoring colleagues for continual team building and improvements A good understanding of the risk/impact of changes made to customer environments Experience managing your own time and responsibilities whilst keeping to strict customer SLAs Experience in working alongside service departments within the standard ITIL framework


It would be advantageous if you had technical accreditations in Azure/Microsoft Certifications - AZ-900, AZ-104, MS-900, MS-100, MS-101, MS-700, MS-102, MS-140 and/or Citrix Certifications - CCA-V or similar.

In exchange, we are offering

A starting salary in the range of 45,000 - 55,000 with the additional earning potential of overtime and on-call.



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

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 An additional paid day to celebrate your birthday with family and friends Life assurance coverage at 4 times your annual salary From day one, you'll have access to Medicash, our healthcare cash-back plan and after two continuous years of service, you have the option to join our private medical sche Access to ongoing training and development opportunities to help you grow in your career Enhanced maternity, paternity and adoption pay after two continuous years service Confidential counselling and support services to help you navigate life's challenges Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike Engage with your colleagues through team-building activities and events * Get prime view seats for the price of a standard ticket at the AO Arena, with full VIP treatment, guaranteed seats and access to a private bar.