2nd Line Network Engineer

To support our continued growth in Managed Services customers, we are hiring for a 2nd Line Network Engineer. You will play a key role, 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, and either resolve or provide a clear escalation to the 3rd Line engineers, thereby assisting in resolution and developing 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
• Align to the On-Call rota as an escalation engineer who will support LIMA customers outside of standard business hours and weekends in a 1-week-in-4 rota

• Experience working with enterprise networking platforms like Palo Alto, Cisco, Juniper
• Exposure to monitoring tools (e.g., LogicMonitor, SolarWinds, NetFlow)
• Strong documentation and network diagramming skills
• Proven experience in switching, routing, firewalling and wireless technologies
• CCNA or equivalent vendor certifications
• Experience working with network protocols (e.g., DHCP, DNS, VLAN, OSPF, EIGRP)
• Experience in troubleshooting both WAN & LAN technologies
• Ability to analyse packets using relevant tooling
• Ability to troubleshoot and resolve technical problems, alongside updating knowledge bases to ease future issue diagnosis

Our ideal candidate will be a self-motivated professional with excellent time management and strong written and verbal communication skills, capable of engaging effectively at all organisational levels. Experienced in collaborating with service departments and operating within the standard ITIL framework to support efficient and structured service delivery.

• 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
• Life assurance coverage at 4 times your annual salary
• 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’ 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