3rd Line Infrastructure Engineer

We are seeking a highly skilled and customer-focused 3rd Line Infrastructure Engineer to join our Service Desk team. This role sits at the heart of our managed service operation, providing advanced technical expertise and ownership in the resolution of complex infrastructure issues across our customer environments.

As a senior escalation point within the team, you will take full ownership of infrastructure-related incidents and service requests raised by our customers. You will be responsible for driving issues through to resolution with a structured, methodical approach, ensuring clear communication, strong accountability, and adherence to agreed service levels at every stage.

Working closely with 2nd Line engineers, project teams, and service management, you will play a key role in maintaining service quality and customer satisfaction. Beyond reactive support, you will be expected to identify recurring issues, challenge existing approaches, and contribute to the continuous improvement of our services, tooling, and processes.

This role requires a strong technical foundation combined with excellent communication and problem-solving skills. You will be confident engaging directly with customers, able to translate complex technical matters into clear and actionable updates, and committed to delivering a high standard of service in line with our customer-first 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, 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.
• Act as a knowledgeable point of technical escalation, with the ability to break down technical information into clear communications for non/less-technical parties.
• Identify repeat issues and/or duplicated alerts, and work toward finding the true root cause under a problem record.
• Support our customers through planned release management processes (in and out of core hours where required) 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.
• Remain forward-looking, seeking opportunity to streamline operations by shifting to proactive over reactive approaches to resolution.
• Adhere to LIMA’s operational SLA/KPI metrics, setting the standard for junior members of the service desk.
• Create, peer-review, and identify missing pieces of documentation and/or knowledge base articles.