1st Line MSP Service Desk Engineer

Manchester M50


Full Time, Permanent


Working as a key member of our Application team within Lima’s Service Desk, we are looking for a dynamic and motivated team member who can provide 1st line support and who is skilled in investigating problems and providing root cause analysis, where required.

Whether you’ve been to university, completed an apprenticeship or trained on the job, we don’t mind but you must be a fast learner with a strong ambition to increase your knowledge and provide great customer service. You might not yet have experience of all of the different technologies that we support (though a good range will be advantageous) but 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. We are a fast moving managed service provider so you’ll need to be confident, keen and calm under pressure.

About you

  • Service desk experience (beyond end user support)
  • Excellent written and verbal communication skills with the ability to communicate at all levels
  • Excellent troubleshooting and problem solving skills
  • Excellent communication and interpersonal skills with the ability to communicate at all levels
  • Experience of working in an ITIL based technical environment
  • Ability to appropriately escalate technical problems and issues
  • The ability to work in a dynamic environment with the capability to meet strict deadlines
  • Self-motivated with excellent time management skills
  • Understanding of ITIL methodology
  • Experience supporting one or more of the following:
    • 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
    • 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


LIMA Benefits

  • Pension Scheme
  • Childcare vouchers
  • Cycle to work scheme
  • Birthdays off as a paid holiday
  • Weekly fresh fruit delivery
  • Quarterly social events