2nd Line Modern Workplace Engineer

We're looking for a 2nd Line Modern Workplace Engineer. as a vital member of LIMA's Service Desk team, you will play a key role as an experienced 2nd Line Engineer, 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.

This hybrid role follows a 07:00 – 19:00 shift pattern, with on-site days at our Salford Quays office from Monday to Wednesday and the flexibility of working from home on Thursdays and Fridays.

Day to day, you will:

• 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. 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.

To be successful in this role, you have proven experience, supported by technical accreditations or proven hands-on expertise, in supporting and troubleshooting Modern Workplace solutions. Your skills span a wide range of Microsoft technologies, including Azure Subscription administration, Azure Virtual Desktop, Virtual Machines, and Networking/VPN. You're proficient in Microsoft 365 applications, Exchange Online, and on-premise with Exchange Hybrid setups, and Microsoft Teams Administration. You also have experience with Microsoft Enterprise Mobility + Security and Microsoft Endpoint Management/Intune.

Benefits:

Joining our team comes with a range of benefits designed to enhance your work experience and well-being:

• Time to relax with 25 days' holiday (pro rata for part-time employees), plus bank holidays. You will also have the option to buy or sell 5 days' leave each year
• An additional paid day to celebrate your birthday with family and friends
• Life assurance coverage at 4 times your annual salary
• From day one, you'll have access to Medicash, our healthcare cash-back plan, and after two continuous years of service, have the option to join our private medical scheme
• Access to ongoing training and development opportunities to help you grow in your career
• Enhanced maternity, paternity and adoption pay after two continuous years' service
• Confidential counselling and support services to help you navigate life's challenges
• Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike
• Engage with your colleagues through team-building activities and events.
• Get prime view seats for the price of a standard ticket at the AO Arena, with guaranteed seats and access to a private bar.

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