2nd Line Service Desk Engineer: Apps Team

Manchester M50


Full Time, Permanent


Working as a key member of our team within LIMA’s Service Desk, we are looking for an established 1st line support engineer who can ensure that all customer calls are logged and assigned to the relevant engineers in-line with SLA’s, provide end user support by interacting with a vast amount of different technologies, and someone who is keen to progress to 2nd line over time.

Whether you have been to university, completed an apprenticeship or trained on the job, we don’t mind but you must be a fast learner with hunger and ambition to increase your knowledge and provide great customer service. You will have a keen understanding of how to assess the priority of an incident, how to troubleshoot a case and when to ask for further assistance. This is a fast-paced working environment so you will need to be confident and calm under pressure.

About you

  • Proven experience in a 1st line support role

  • Self-motivated with excellent time management skills

  • Excellent written and verbal communication skills with the ability to communicate at all levels

  • Understanding of ITIL methodology.

  • Experience supporting the following technologies: Citrix, Microsoft Active Directory 2003/2008/2012, Microsoft Group policy, Remote desktop services/Terminal services 2008/2012, Microsoft certificate services 2008/2012, Microsoft Exchange 2007/2010/2013/2016, Office 365 Administration, Citrix XenApp\Fundamentals 5/6, Citrix XenApp\Desktop 7.x (Including Studio, pvs, Storefront,Director)

About the role

  • Provide 1st line support

  • Speaking to clients on the telephone or via email

  • Ensuring SLAs are adhered to and asking senior team members for assistance if need be

  • Work to deadlines and adapt priorities according to business needs

  • Understanding ITIL methodology

Desirable Skills

  • Managed Service Provider service desk experience

  • Microsoft MTA Certified

  • ITIL Foundation certification aware

LIMA Benefits

  • Pension Scheme

  • Childcare vouchers

  • Cycle to work scheme

  • Birthdays off as a paid holiday

  • Weekly fresh fruit delivery

  • Quarterly social events