2nd Line Infrastructure Engineer

Sitting within the Infrastructure practice, the 2 nd Line Engineer is a vital member of LIMA’s Service Desk team, actively engaging with customers and taking ownership of technical issues.

This individual can confidently troubleshoot and resolve a wide range of support tickets, delivering high-quality service while maintaining strong communication and a customer‑focused approach.

Day to day responsibilities

• Manage incidents from customers and LIMA’s hosted environment on a priority basis and provide the highest standards of professionalism and skill, in order to resolve customer issues efficiently and accurately.
• Ensure customers and involved parties are updated with their incident progress either by phone or by using ConnectWise Manage (Our service desk ITSM application) in a timely manner in alignment with SLA’s.
• Provide your knowledge to troubleshoot and identify technical issues raised by our monitoring platform or by customer eng...