3rd Line Modern Workplace Engineer

About the Company:

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 you will assist in delivering LIMA’s customer outcomes:

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 and private cloud environments where availability and uptime is key. 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 3rd Line engineer who can support/mentor 2nd Line Engineers, technically troubleshoot/resolve support tickets in-line with SLA’s and support and maintain private and public cloud technologies.

What can a day look like at LIMA for a Managed Services engineer?

With our team mantra ‘The standard you walk past, is the standard you accept’, you will apply the team’s mission to the team’s vision to achieve deliver some of the following:

• Manage incidents from customers and LIMA’s cloud 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 a knowledgeable point of technical escalation for the 2nd line engineers 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 3 years’ experience with technical accreditations or demonstrable experience in supporting and troubleshooting Modern Workplace solutions, based on the following technologies:

o Azure Subscription administration

o Azure Virtual Desktop o Azure Virtual Machines

o Azure Networking/VPN o Citrix Virtual Apps and Desktops

o SSL Application management o Microsoft 365 applications

o Exchange Online and on-premise with Exchange Hybrid

o Private Cloud support o Microsoft Teams Administration

o Microsoft Enterprise & Mobility Security

o Microsoft Endpoint Management/Intune

• Azure Certifications: AZ-900 or AZ-104
• Microsoft End User Certifications: MS-100 or similar
• 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:

o Active Directory/Azure AD identity management (ADConnect/ADFS)

o Microsoft supporting technologies (DNS, DHCP, NPS, RRAS, DFS, Printing)

o SQL HA/Infrastructure

o OneDrive for Business

o Security and Compliance for Microsoft 365 apps and services

(MFA, Conditional Access, SSPR, DLP, IPM, IRM, DKIM, MCAS)

o Teams Deployment/enablement

o Azure Networking/VPN

o Azure Backup/DR solutions o Citrix Netscaler/ADC

o Citrix Cloud Integration o Citrix PVS

• Additional Azure/Microsoft Certifications – AZ-900, AZ-104, MS-900, MS-100, MS-101, MS-700, MS-102, MS-140
• Citrix Certifications – CCA-V or similar
• ITIL V3 Foundation or higher

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
• 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 of service
• Confidential counselling and support services to help you navigate life’s challenges
• Salary sacrifice schemes to support you to save 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 full VIP treatment, guaranteed seats and access to a private bar

If you would like to become part of the #TeamLIMA success story, click apply now. If you would like more information please contact careers@lima.co.uk.