2nd Line Infrastructure Engineer

Job summary

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.

Benefits

Qualifications

• Proven experience with technical accreditations
• Demonstrable expertise in supporting and troubleshooting infrastructure solutions
• Good troubleshooting methodology
• Good communication skills at technical and non-technical levels, written and oral
• Understanding of Risk/Impact of changes to customer environments
• Experience managing own time and responsibilities while adhering to strict customer SLAs
• Good time recording and record keeping, maintaining customer information
• Experience working alongside service departments within the standard ITIL framework

Responsibilities

• Manage customer incidents and LIMA’s hosted environment incidents on a priority basis
• Resolve customer issues efficiently and accurately
• Update customers and involved parties on incident progress via phone or ConnectWise Manage
• Troubleshoot and identify technical issues from monitoring platforms or customer engagement
• Escalate issues to 3rd Line engineers and assist in resolution
• Provide technical escalation point and guidance to CSMs
• Progress long-standing or repeat incidents under ITIL problem management processes
• Support customers through planned release management processes
• Participate in on-call rota for out-of-hours support

Skills

Certifications

Work schedule

Relocation