From infrastructure and cloud solutions to cyber security, managed services and beyond, LIMA's partnership-based working style enables businesses to achieve their most ambitious goals and deliver long-term value. In over 25 years, it's made us a trusted provider to UK organisations across the public and private sector.
As a 3rd line infrastructure engineer, you will be responsible for troubleshooting, resolution or escalation of issues assigned to you while ensuring the customer is the focus of your approach. You will primarily work with VMWare, Veeam, NetApp, along with other virtualisation and backup/recovery technologies. Working closely with the larger managed services team, you will act as a technical escalation point for the 2nd line engineers relating to the aforementioned technologies.
Day to day you will:
- Manage incidents from customers and LIMAs cloud 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) on time in alignment with SLAs.
- Provide a knowledgeable point of technical escalation for the 2nd line engineers relating to your skillset and assist our Customer Success Managers, 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 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.
Our ideal candidate will be able to demonstrate:
- Previous experience as an Infrastructure Engineer, ideally within a Managed Services team
- An excellent troubleshooting methodology
- Strong experience in identifying and delivering continuous service improvements for your areas of responsibility
- A good communicator at a technical and nontechnical level in written and oral forms
- Experience in mentoring colleagues for continual team building and improvements
- A good understanding of the risk/impact of changes made to customer environments
- Experience managing your own time and responsibilities whilst keeping to strict customer SLAs
- Experience in working alongside service departments within the standard ITIL framework
- It would be desirable if you have up-to-date technical accreditations or demonstrable experience in supporting infrastructure solutions based on the following technologies: VMware vSphere and Management platforms, Veeam Backup and Recovery, NetApp or an equivalent enterprise storage product and/or experience in TCP/IP technologies to facilitate the above
In exchange, we are offering:
A starting salary in the range of £45,000 - £55,000 with the additional earning potential of overtime and on-call
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 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 full VIP treatment, guaranteed seats and access to a private bar
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