2nd Line Service Desk Engineer:  Applications 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 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.

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 will 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.

You will demonstrate your strong passion and ambition by working to continually improve yourself and develop your skills and experience. In return LIMA will invest in internal and external training, offer a clear progression path for your future and career development including potential progression to one of our specialist teams; apps, networks, infrastructure, monitoring, solutions or installations. You will have the opportunity to support large and complex bespoke and innovative network environments where availability and uptime is key. As well as working with one of the best teams in Manchester (as reported by our clients and us!), we will even give you your birthday off!


About you

  • Confident, keen and calm under pressure

  • Ability assess the priority of an incident

  • Great customer service skills

  • Consistent 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

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

  • Understanding of ITIL methodology

  • Working to deadlines and multiple SLAs across a number of incidents

  • Service desk experience (beyond end user support)

  • 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) and veeam

LIMA Benefits

  • Free eye test

  • Pension Scheme

  • Childcare vouchers

  • Cycle to work scheme

  • Birthdays off

  • Weekly fresh fruit delivery

  • Quarterly social events

  • Death in service

  • Dress down friday

About the role

  • Provide 2nd/3rd line support

  • Assist/mentor 1st line Service Desk Engineers

  • Technical escalation for service desk cases

  • Investigating problems and providing root cause analysis

  • Working to deadlines and multiple SLAs across a number of incidents

  • Experience of working in an ITIL based technical environment

  • Experience of working for an MSP preferred

  • Provide 2nd 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

  • Assist/mentor 1st line Service Desk Engineers

  • Technical escalation for service desk cases

  • Investigating problems and providing root cause analysis

Desirable Skills

  • Managed Service Provider service desk experience

  • Microsoft MCSA 2012/16

  • MCP 365

  • Citrix CCA-V or CCP-V

  • ITIL Foundation certification

To apply please email your CV and Covering Letter to careers@lima.co.uk referencing the job title in the subject line.