At a Glance
- Tasks: Resolve complex infrastructure issues and enhance customer satisfaction with your technical expertise.
- Company: Join LIMA, a Great Place to Work™ known for its supportive culture.
- Benefits: Enjoy competitive salaries, professional development, and wellbeing support.
- Other info: Be part of a dynamic team with opportunities for career growth.
- Why this job: Make a real impact by driving improvements in technology and service quality.
- Qualifications: Proven experience in infrastructure solutions and excellent communication skills.
The predicted salary is between 40000 - 45000 £ per year.
We are seeking a highly skilled and customer-focused 3rd Line Infrastructure Engineer to join our Service Desk team.
This role sits at the heart of our managed service operation, providing advanced technical expertise and ownership in the resolution of complex infrastructure issues across our customer environments.
As a senior escalation point within the team, you will take full ownership of infrastructure-related incidents and service requests raised by our customers.
You will be responsible for driving issues through to resolution with a structured, methodical approach, ensuring clear communication, strong accountability, and adherence to agreed service levels at every stage.
Working closely with 2nd Line engineers, project teams, and service management, you will play a key role in maintaining service quality and customer satisfaction.
Beyond reactive support, you will be expected to identify recurring issues, challenge existing approaches, and contribute to the continuous improvement of our services, tooling, and processes.
This role requires a strong technical foundation combined with excellent communication and problem-solving skills.
You will be confident engaging directly with customers, able to translate complex technical matters into clear and actionable updates, and committed to delivering a high standard of service in line with our customer-first 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 Connect Wise Manage (Our service desk ITSM application) in a timely manner in alignment with SLA’s.
- Act as a knowledgeable point of technical escalation, with the ability to break down technical information into clear communications for non/less-technical parties.
- Identify repeat issues and/or duplicated alerts, and work toward finding the true root cause under a problem record.
- Support our customers through planned release management processes (in and out of core hours where required) by planning, preparing, conducting, and documenting the process.
- Align to the On-Call rota as an escalation engineer that will support LIMA customers outside of standard business hours and weekends in a 1-week-in-4 rota.
- Remain forward-looking, seeking opportunity to streamline operations by shifting to proactive over reactive approaches to resolution.
- Adhere to LIMA’s operational SLA/KPI metrics, setting the standard for junior members of the service desk.
- Create, peer-review, and identify missing pieces of documentation and/or knowledge base articles.
Experience and Skills
- Proven experience with technical accreditations, or demonstrable expertise in supporting, administering, and troubleshooting infrastructure solutions across storage (Net App FAS, AFF, E-Series), hypervisors (VMware 7+, Hyper-V), backup and disaster recovery technologies (Veeam Backup & Replication, Commvault, Rubrik, Datto), server hardware (Cisco UCS, Dell Power Edge, HP Pro Liant), cloud platform administration, and monitoring/observability tools (Logic Monitor and Zabbix).
- Experience acting as an escalation path for engineers your junior, particularly focusing on issues relating to the applicable technologies
- A demonstrably good troubleshooting methodology
- A good communicator at a technical and non-technical level in written and oral forms
- An understanding of Risk/Impact of changes made to customer environments
- Good time recording and record keeping, maintaining customer information
- Experience in working alongside service departments within the standard ITIL framework, attending CAB meetings, classifying Incident/Request/Problem accurately
Desirables
- Certifications in the aforementioned technologies
- Operational experience with NSX or other software-defined networking
- Certified to ITIL Foundation or higher
- Experience delivering backup and disaster recovery planning, testing and improvements
- Experience in completing Root Cause Analysis documents, post-incident
- 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.
3rd Line Infrastructure Engineer employer: LIMA
LIMA in Salford is an excellent employer, offering a dynamic work environment where leadership and innovation thrive. With a strong focus on professional development and a comprehensive benefits package, employees are empowered to grow their skills while contributing to a high-performance culture that prioritises exceptional customer support.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Infrastructure Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what LIMA values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges LIMA might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at LIMA!
✨Direct Apply to LIMA
Let's not forget to apply directly through the LIMA website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 3rd Line Infrastructure Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at LIMA.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at LIMA. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at LIMA
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
