At a Glance
- Tasks: Troubleshoot and resolve technical issues while engaging with customers.
- Company: Join LIMA, a growing Managed Services provider with a customer-focused culture.
- Benefits: Competitive salary, professional development, and on-call support opportunities.
- Other info: Dynamic role with opportunities for growth and skill development.
- Why this job: Make a real impact by solving complex networking challenges for our clients.
- Qualifications: Experience with enterprise networking platforms and strong troubleshooting skills.
The predicted salary is between 36000 - 60000 £ per year.
To support our continued growth in Managed Services customers, we are hiring for a 2nd Line Network Engineer. You will play a key role, actively engaging with customers and taking ownership of technical issues. We’re looking for someone who 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, 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 engagement, and either resolve or provide a clear escalation to the 3rd Line engineers, thereby assisting in resolution and developing your skillset.
- Provide a knowledgeable point of technical escalation relating to your skillset and assist our CSMs, who are aligned with our customers and offer guidance on 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 to ensure the reliability of our customer environments.
- Support our customers through planned release management processes by planning, preparing, conducting, and documenting the process.
- Align to the On‑Call rota as an escalation engineer who will support LIMA customers outside of standard business hours and weekends in a 1‑week‑in‑4 rota.
Experience and Skills:
- Experience working with enterprise networking platforms like Palo Alto, Cisco, Juniper.
- Exposure to monitoring tools (e.g., LogicMonitor, SolarWinds, NetFlow).
- Strong documentation and network diagramming skills.
- Proven experience in switching, routing, firewalling and wireless technologies.
- CCNA or equivalent vendor certifications.
- Experience working with network protocols (e.g., DHCP, DNS, VLAN, OSPF, EIGRP).
- Experience in troubleshooting both WAN.
2nd Line Network Engineer employer: LIMA
At LIMA, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment where your technical skills can flourish. Located in a vibrant area, we provide a flexible work-life balance and the chance to engage with a diverse range of clients, making every day rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Network Engineer
✨Tip Number 1
Get your networking skills sharp! Brush up on your knowledge of enterprise networking platforms like Palo Alto and Cisco. We want to see you confidently troubleshoot those pesky support tickets.
✨Tip Number 2
Practice your communication skills! You’ll be engaging with customers regularly, so make sure you can break down technical jargon into simple terms. We love a candidate who can keep everyone in the loop.
✨Tip Number 3
Show us your problem-solving prowess! Be ready to discuss how you've tackled long-standing incidents in the past. We’re looking for someone who can think critically and apply ITIL processes effectively.
✨Tip Number 4
Apply through our website! It’s the best way to get noticed. Make sure your application highlights your experience with network protocols and monitoring tools, as these are key to the role.
We think you need these skills to ace 2nd Line Network Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Network Engineer role. Highlight your experience with enterprise networking platforms and any relevant certifications like CCNA. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your previous experiences have prepared you for it. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure to showcase your communication skills in your application. Whether it's through examples in your CV or your cover letter, let us know how you can break down complex technical issues 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’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your details!
How to prepare for a job interview at LIMA
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of enterprise networking platforms like Palo Alto, Cisco, and Juniper. Be ready to discuss your experience with switching, routing, and firewalling technologies, as well as network protocols like DHCP and OSPF. This will show that you're not just familiar with the tech but can also troubleshoot effectively.
✨Demonstrate Customer Focus
Since this role involves engaging with customers, think about examples where you've provided excellent customer service. Prepare to share how you've communicated technical issues clearly to non-technical parties, as this will highlight your ability to maintain a customer-focused approach while resolving incidents.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL problem management processes is crucial for this position. Brush up on how to handle long-standing or repeat incidents and be prepared to discuss how you would apply these processes in real-world scenarios. This will demonstrate your commitment to maintaining high standards of professionalism.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your troubleshooting skills. Think through potential incidents you might encounter and how you would manage them, especially under pressure. This will help you showcase your problem-solving abilities and readiness to take ownership of technical issues.
