2nd Line Modern Workplace Engineer Manchester, England
Job description
Lima Benefits:
- 25 days holidays, plus Bank Holidays
- Buy and Sell holidays
- 1 extra day to celebrate your birthday off
- Hybrid working pattern (3:2 office)
- Salary Sacrifice; Electric Car, Bike, Pension, Healthcare & Dental
- Individual development and training programmes
- 24/7 BUPA telephone and online Mental Health support
- Quarterly employee awards and events
- Recreational facilities in the head office
About LIMA Networks
LIMA is a leading provider of IT Solutions to UK businesses, from data centre solutions to end user devices.
We pride ourselves in delivering an expansive scope of best of breed vendor products and services which span on premise infrastructure solutions & technical services, Cloud Services and fully Managed Support Services.
We have a simple but highly effective and proven proposition; we focus on our customers’ desired business outcome from the outset, designing solutions with our customers and providing them with visibility and control at all times, backed up by a service commitment to end to end accountability.
How a 2nd Line MW Engineer will assist in delivering LIMA’s customer outcome:
You will be comfortable speaking to clients on the telephone or via email and confident to engage with the entirety of the Managed Services team to ensure customer SLAs are adhered to. You will demonstrate your strong passion and ambition by working to continually improve yourself and develop your skills and experience. In return LIMA will invest in internal and external training, offer a clear progression path for your future and career development. You will have the opportunity to support complex and bespoke Azure environments where availability and uptime is key for ‘end users’. As well as working with one of the best teams in Manchester (as reported by our clients and us!).
Working as a key member of our team within LIMA’s Service Desk, we are looking for an established 2nd Line engineer who can engage with customers and technically troubleshoot/resolve support tickets in-line with SLA’s.
What can a day look like at LIMA for a Managed Services 2nd Line MW Engineer?
To fulfil your role at LIMA, you will work closely with colleagues in the Managed Services Team and deliver some of the key services highlighted below to our customers:
- 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 CSM’s, 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.
What are the skills needed to achieve a LIMA day?
- Minimum 2 years’ experience with technical accreditations or demonstrable experience in supporting and troubleshooting Modern Workplace solutions, based on the following technologies:
- Azure Subscription administration
- Azure Virtual Desktop
- Azure Virtual Machines
- Azure Networking/VPN
- Microsoft 365 applications
- Exchange Online and on-premise with Exchange Hybrid
- Microsoft Teams Administration
- Microsoft Enterprise & Mobility Security
- Microsoft Endpoint Management/Intune
- 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
What additional skills would provide the best customer experience?
- Up to date technical accreditations or demonstrable experience in designing and delivering Modern Workplace solutions based on the following technologies:
- Active Directory/Azure AD identity management (ADConnect/ADFS)
- Microsoft supporting technologies (DNS, DHCP, NPS, RRAS, DFS, Printing)
- SQL HA/Infrastructure
- OneDrive for Business
- Security and Compliance for Microsoft 365 apps and services (MFA, Conditional Access, SSPR, DLP, IPM, IRM, DKIM, MCAS)
- Teams Deployment/enablement
- Azure Backup/DR solutions
- Citrix Netscaler
- Citrix Virtual Apps and Desktops
- Citrix PVS
- ITIL V3 Foundation or higher
