2nd Line Infrastructure Engineer

2nd Line Infrastructure EngineerSitting within the Infrastructure practice, the 2nd Line Engineer is a vital member of LIMA''s Service Desk team, actively engaging with customers and taking ownership of technical issues. This individual 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, 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 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 skillsetProvide a knowledgeable point of technical escalation relating to your skillset and assist our CSMs, 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 ..... full job details .....