Salary: £35,000 - 45,000 per year Requirements: Proven experience with technical accreditations and demonstrable expertise in supporting and troubleshooting infrastructure solutions across a range of technologies, including NetApp FAS, AFF, and E-Series storage; VMware and Hyper-V hypervisors; Veeam Backup & Replication, Commvault, Rubrik, and Datto backup solutions; Cisco UCS, Dell PowerEdge, and HP ProLiant hardware; cloud platform administration; and monitoring and observability tools such as LogicMonitor and Zabbix. A demonstrably good troubleshooting methodology. Strong communication skills at both technical and non-technical levels, written and verbal. An understanding of risk and impact when making changes to customer environments. Experience managing time and responsibilities while meeting strict customer SLAs. Good time recording and record keeping, with accurate maintenance of customer information. Experience working alongside service departments within the standard ITIL framework. Certifications in the technologies listed above are desirable. ITIL Foundation certification or higher is desirable. Experience delivering backup and disaster recovery planning, testing, and improvements is desirable. Experience completing Root Cause Analysis documents and post-incident reviews is desirable. Responsibilities: Manage incidents from customers and our hosted environment on a priority basis, resolving issues efficiently and accurately to the highest professional standards. Keep customers and involved parties updated on incident progress in a timely manner, using phone or our ConnectWise Manage service desk ITSM application in line with SLAs. Troubleshoot and identify technical issues raised by our monitoring platform or through customer engagement. Resolve issues where possible, or provide clear escalation to our 3rd Line engineers while continuing to support the resolution and develop your own skillset. Act as a knowledgeable technical escalation point and support our CSMs by breaking down technical issues into clear communications for non-technical audiences. Progress long-standing or repeat incidents through ITIL problem management processes to improve reliability for customer environments. Support customers through planned release management by planning, preparing, conducting, and documenting the process. Join our on-call rota as an escalation engineer, supporting customers outside standard business hours and weekends on a 1-week-in-4 rotation. Technologies: Cloud Cisco Hardware Hyper-V Support ITIL ITSM VMware Veeam Zabbix More: At LIMA, we help organisations achieve their ambitions through insight-led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth. We are proud to be a Great Place to Work company for the second year running, and our people consistently say the team is the best thing about working here. We recognise and reward hard work with competitive salaries, professional development opportunities, wellbeing support, and a strong benefits package. This role sits within our Infrastructure practice and is a key part of our Service Desk team, where we work closely together to deliver high-quality support and technical expertise. last updated 24 week of 2026