At a Glance
- Tasks: Troubleshoot and resolve technical issues while providing top-notch customer service.
- Company: Join LIMA, a dynamic tech company focused on infrastructure solutions.
- Benefits: Enjoy 25 days holiday, healthcare, and professional development opportunities.
- Other info: Participate in team-building events and enjoy flexible working arrangements.
- Why this job: Make a real impact by solving customer challenges in a collaborative environment.
- Qualifications: Experience in infrastructure support and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
Sitting within the Infrastructure practice, the 2nd 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 engagement, continuing to either resolve or provide a clear escalation to the 3rd Line engineers, whereby you will assist in the resolution and still develop your skillset.
- Provide a knowledgeable point of technical escalation relating to your skillset and assist our CSMs, who are aligned to 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 long‑standing reliability for 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 that will support LIMA customers outside of standard business hours and weekends in a 1‑week‑in‑4 rota.
Experience and Skills:
- Proven experience with technical accreditations and demonstrable expertise in supporting and troubleshooting infrastructure solutions across a range of technologies, including NetApp FAS, AFF, and E‑Series storage; VMware and Hyper‑V hypervisors; Veeam Backup & Replication, Commvault, Rubrik, and Datto backup solutions; Cisco UCS, Dell PowerEdge, and HP ProLiant hardware; cloud platform administration; and monitoring and observability tools such as LogicMonitor and Zabbix.
- 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.
- Experience managing your own time and responsibilities whilst keeping to strict customer SLA’s.
- Good time recording and record keeping, maintaining customer information.
- Experience in working alongside service departments within the standard ITIL framework.
- Certifications in the aforementioned technologies.
- 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.
Hours: 37.5
Salary: £35,000 - £45,000
Benefits:
- Holidays: 25 days holiday (pro rata for part‑time employees) plus bank holidays, with the option to buy or sell 5 days leave each year.
- Birthday Leave: An additional paid day to celebrate your birthday with family and friends.
- Healthcare: From day one you’ll have access to Medicash, our healthcare cash‑back plan, and after two continuous years of service you have the option to join our private medical scheme.
- Professional Development: Access to ongoing training and development opportunities to help you grow in your career.
- Family Leave: Enhanced maternity, paternity and adoption pay after two continuous years of service.
- Employee Assistance Program: Confidential counselling and support services to help you navigate life’s challenges.
- Salary Sacrifices Schemes: To support you to save for retirement or purchase an electric car or bike.
- Team Building Events: Engage with your colleagues through team‑building activities and events.
2nd Line Infrastructure Engineer in Eccles employer: LIMA
LIMA is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where team members are encouraged to develop their skills through ongoing training and professional development opportunities. With a comprehensive benefits package including generous holiday allowances, healthcare options, and unique perks like birthday leave, LIMA fosters a collaborative environment that values both individual contributions and team success, making it an ideal place for those seeking meaningful and rewarding employment in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Infrastructure Engineer in Eccles
✨Tip Number 1
Get your networking game on! Reach out to current employees at LIMA or in similar roles on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which can boost your chances.
✨Tip Number 2
Prepare for the interview like it’s a big exam. Research common technical questions related to infrastructure engineering and practice your responses. We want you to show off your troubleshooting skills and confidence!
✨Tip Number 3
Don’t forget to showcase your soft skills! Being a great communicator is key in this role. Think of examples where you’ve successfully explained complex issues to non-technical folks – it’ll make you stand out.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you can tailor your application to highlight how your skills match the job description perfectly.
We think you need these skills to ace 2nd Line Infrastructure Engineer in Eccles
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Infrastructure Engineer role. Highlight your relevant experience with technologies like NetApp, VMware, and backup solutions. 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 troubleshooting skills can benefit our team. Keep it concise but engaging – we love a good story!
Showcase Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to convey technical information clearly. Whether it's in your CV or cover letter, we want to see how you can break down complex 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 materials!
How to prepare for a job interview at LIMA
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around the technologies mentioned in the job description like NetApp, VMware, and backup solutions. Be ready to discuss your troubleshooting methodology and provide examples of how you've resolved issues in the past.
✨Communicate Clearly
Since you'll be dealing with both technical and non-technical stakeholders, practice explaining complex concepts in simple terms. During the interview, demonstrate your ability to communicate effectively by being clear and concise in your responses.
✨Showcase Your Customer Focus
Highlight your experience in managing customer incidents and maintaining high service standards. Share specific examples where you went above and beyond to ensure customer satisfaction, as this role is all about delivering quality service.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle incidents under pressure. Think of a few challenging situations you've faced in previous roles and how you navigated them, as this will show your practical experience and readiness for the role.
