2nd Line MSP Service Desk Engineer: Applications Team

Manchester M50


Full Time, Permanent


Working as a key member of our Applications team within LIMA's Service Desk, we are looking for an established 2nd line support engineer who can confidently provide incident investigation, root cause analysis, act as a point of escalation, and who is keen to progress to 3rd line over time.

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 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. 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)

  • 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

    • Citrix XenApp\Fundamentals 5/6

    • Citrix XenApp\Desktop 7.x (Including Studio, pvs, Storefront,Director)


  • Managed Service Provider service desk experience

  • Microsoft MCSA 2008/2012
  • Citrix CCA-V or CCP-V
  • ITIL Foundation certification

About the role

Ideally you will also have had experience in the following technologies: Active directory, Citrix, VMware, Exchange and Veeam. You will be comfortable speaking to clients on the telephone or via email and you’ll be happy to ask senior team members for assistance in order to ensure SLAs are adhered to. You must be able to 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