3rd Line Virtualisation Engineer

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.

We are recruiting for a 3rd Line Engineer to join our Managed Services team. Working as a key member of our team within LIMA’s Service Desk, we are looking for an established 3rd Line engineer who can support/mentor 2nd Line Engineers and technically troubleshoot/resolve support tickets in line with SLA’s.

What can a day look like at LIMA for a Managed Services engineer?

You will work closely with colleagues in the Managed Services Team and deliver some of the key services highlighted below to our customers:

• Manage incidents from customers and LIMA’s hosted environment on a priority basis
• Ensure customers and involved parties are updated with their incident progress promptly in alignment with SLA’s
• Provide a knowledgeable point of technical escalation for the 2nd line engineers
• Support our CSMs by 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
• Support our customers through planned release management processes
• Be aligned with our on-call escalation team and respond to critical customer issues outside of normal business hours in a rota

What are the skills needed to achieve a LIMA day?

Must have proven experience supporting the following technologies:

• Virtualisation products – VMware (vSphere, vSAN, NSX), Hyper-V
• Storage – NetApp FAS/AFF/E-Series or other enterprise storage.
• Backup – Veeam Backup & Replication, Cloud Connect, Immutable Backups.
• Hardware – Cisco UCS B-Series/C-Series, Dell PowerEdge, HP Proliant.
• Azure Infrastructure administration.

What additional skills would provide the best customer experience?

• Knowledge of associated VMWare products such as VCF, VROPS & VCD.
• An excellent troubleshooting methodology
• An understanding of risk/Impact of changes made to customer environments.
• Implementing Cisco/HP/Dell hardware Firmware upgrades.
• Experience in working alongside service departments within the standard ITIL framework.

Benefits:

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
• From day one you’ll have access to Medicash our healthcare cash back plan and after two continuous years of service have the option to join our private medical scheme
• 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 to save for retirement or purchase 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