2nd Line Network Engineer

Following a promotion, we’re hiring for a 2nd Line Network Engineer to join our 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.

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 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 with 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 reliability of our customer environments
• Support our customers through planned release management processes by planning, preparing, conducting, and documenting the process.
• Participate in the On-Call rota as an Escalation Engineer, providing technical support and responding to customer escalations outside standard business hours, including weekends, on a 1-week-in-4 rotation.