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- Tasks: Troubleshoot and resolve support tickets while ensuring excellent customer communication.
- Company: Join LIMA’s dynamic Service Desk team in a hybrid work environment.
- Benefits: Enjoy 25 days holiday, paid birthday leave, and ongoing training opportunities.
- Why this job: Make a real impact by solving technical issues and supporting customers.
- Qualifications: Experience with Microsoft 365, Azure, and strong troubleshooting skills required.
- Other info: Participate in team-building activities and enjoy priority seating at events.
The predicted salary is between 36000 - 60000 ÂŁ per year.
2nd Line Modern Workplace Engineer – LIMA
Join LIMA’s Service Desk team as an experienced 2nd Line Modern Workplace Engineer. You will troubleshoot and resolve a wide range of support tickets while maintaining strong communication and a customer‑focused approach.
Base Pay Range
Competitive pay based on skills and experience – discuss details with your recruiter.
Responsibilities
- Manage incidents from customers and LIMA’s hosted environment on a priority basis, providing professional, accurate resolution.
- Update customers and stakeholders on incident progress via phone or ConnectWise Manage, ensuring SLA compliance.
- Diagnose technical issues from monitoring platforms or customer engagement, resolving or escalating to 3rd Line engineers as needed.
- Act as a point of technical escalation, translating complex issues for non‑technical partners and supporting CSMs.
- Apply ITIL problem management to repeat incidents, ensuring long‑term reliability.
- Support planned release management processes—planning, preparing, conducting, and documenting releases.
- Cover the on‑call rota as an escalation engineer during evenings, weekends, and holidays in a 1‑week‑in‑4 schedule.
Qualifications
Proven experience and technical credentials in supporting and troubleshooting Modern Workplace solutions. Key skills include:
- Microsoft 365, Exchange Online, and on‑premise Exchange Hybrid setups.
- Azure Subscription administration, Azure Virtual Desktop, Virtual Machines, and Networking/VPN.
- Microsoft Teams Administration.
- Microsoft Enterprise Mobility + Security and Microsoft Endpoint Management/Intune.
Benefits
- 25 days holiday (prorated for part‑time) plus bank holidays; option to buy/sell 5 days per year.
- Paid birthday leave.
- Life assurance 4Ă— annual salary.
- Medicash cash‑back plan; option for private medical scheme after two continuous years.
- Ongoing training and development opportunities.
- Enhanced maternity, paternity, and adoption pay after two years.
- Confidential counselling and support services.
- Salary‑sacrifice schemes for retirement or electric vehicle purchase.
- Team‑building activities and events.
- Priority seating at MOA Arena with private bar access.
Location & Schedule
Hybrid role: 07:00–19:00 shift pattern, on‑site in Salford Quays (Mon‑Wed), remote (Thu‑Fri).
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2nd Line Modern Workplace Engineer employer: LIMA
Contact Detail:
LIMA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Modern Workplace Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at LIMA on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss Microsoft 365, Azure, and Teams. We want to see that you can troubleshoot like a champ!
✨Tip Number 3
Show off your customer service skills during the interview. Remember, it’s not just about fixing issues; it’s about keeping customers happy. Share examples of how you've gone above and beyond in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace 2nd Line Modern Workplace Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Modern Workplace solutions like Microsoft 365 and Azure. We want to see how your skills match up with what we're looking for, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the 2nd Line Modern Workplace Engineer role. Share specific examples of how you've tackled technical issues and supported customers in the past.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your strong communication skills. We love candidates who can translate complex tech jargon into simple terms for non-technical folks!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at LIMA
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and other relevant technologies. Be ready to discuss specific scenarios where you've successfully troubleshot issues or managed incidents, as this will show your practical experience.
✨Communicate Clearly
Since the role involves translating complex technical issues for non-technical partners, practice explaining technical concepts in simple terms. This will demonstrate your ability to communicate effectively with customers and stakeholders during the interview.
✨Familiarise Yourself with ITIL Practices
Understand the basics of ITIL problem management and be prepared to discuss how you've applied these principles in past roles. This will highlight your commitment to long-term reliability and effective incident management.
✨Prepare Questions for Them
Think of insightful questions to ask about LIMA’s Service Desk team and their approach to incident management. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.