2nd Line Modern Workplace Engineer

Following a recent internal promotion, we're hiring for a 2 nd

Line Modern Workplace Engineer.

Join our service desk team and take on a role where your technical skill, customer focus, and ownership directly support the quality, stability, and performance of our customer environments.

You will work on varied incidents and service requests across modern workplace technologies, helping customers resolve issues efficiently while building confidence through clear, timely communication.

You will also work closely with 3 rd

Line Engineers, Customer Success Managers, and colleagues across the business to progress issues, share knowledge, and support positive customer outcomes.

This is a role for someone who enjoys solving problems, learning continuously, and developing their expertise across Microsoft 365, Azure, endpoint management, identity, and collaboration services.

We operate on a hybrid working basis, with employees required to work from our Salford Quays office Monday to Wednesday each week.

Day to day you will

Take pride in quality work, collaboration, and positive customer outcomes; you will make a difference by:

• Owning incidents and service requests across customer and LIMA cloud environments, using sound judgement to resolve issues efficiently and professionally.
• Keeping customers and stakeholders informed with clear, timely updates that build confidence and support SLA delivery.
• Using your technical knowledge to troubleshoot issues raised by customers, monitoring platforms, or internal teams, resolving them where possible or providing clear, well-documented escalations to 3rd Line Engineers.
• Supporting Customer Success Managers and internal teams by helping translate technical issues into clear, customer-friendly communication.
• Progressing recurring or long-standing incidents through ITIL problem management to improve service reliability.
• Supporting planned changes and release activities with careful preparation, delivery, documentation, and communication to minimise service impact.
• Contributing to the on-call rota as an escalation engineer, supporting LIMA customers outside standard business hours and weekends on a 1-week-in-8 rota.

What skills and experience will help you succeed?

This role is ideal for someone who enjoys troubleshooting, communicates clearly with technical and non-technical audiences, and understands the importance of managing risk, impact, time, and customer expectations.

You will use a structured troubleshooting approach, accurate record-keeping, and an ITIL-aligned mindset to support secure, reliable customer environments by:

• Managing Microsoft Azure services across compute, networking, storage, backup, monitoring, and governance.
• Supporting Azure Virtual Desktop and secure remote access solutions that enable great user experiences.
• Strengthening identity and access with Microsoft Entra ID, hybrid identity, MFA, Conditional Access, and privileged access management.
• Administering Microsoft 365 services, including Exchange Online, Teams, Share Point, One Drive, licensing, and service health.
• Improving endpoint management through Microsoft Intune, Autopilot, compliance policies, app deployment, and Windows update management.
• Applying Microsoft Defender and Purview capabilities to support security, compliance, data protection, and threat protection.
• Maintaining clear ticket notes, time records, customer information, and escalation details so issues can be progressed smoothly and professionally.

What else would help you stand out?

We value people who keep learning and bring a practical understanding of the technologies that support great customer outcomes, including:

• Current Microsoft certifications such as AZ-104, AZ-140, MS-102, MD-102, MS-700, SC-300, or equivalent hands-on experience.
• Active Directory and Microsoft Entra ID identity management, including AD Connect and hybrid identity concepts.
• Group Policy, Remote Desktop Services, Certificate Services, DNS, DHCP, NPS, DFS, and print services.
• Experience with Exchange Online, Exchange Hybrid, Microsoft Teams administration, and Microsoft 365 administration.
• Experience with Microsoft Endpoint Management, Intune, Autopilot, compliance policies, and application deployment.
• Awareness of Microsoft Defender, Purview, and security best practice in customer environments.
• ITIL Foundation or equivalent service management awareness.
• About LIMA

At LIMA, we help organisations achieve their ambitions through insight-led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth.

But we know that our success is powered by our people.

We’re proud to be a Great Place to Work™ company for the second year running, and our team consistently tells us that the people are the best thing about working here.

We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support and a strong benefits package.