2nd Line Modern Workplace Engineer

LIMA; Eccles; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

25 days holiday

Healthcare plan (Medicash)

Private medical scheme

Professional development opportunities

Family leave

Employee assistance program

Job summary

LIMA in the United Kingdom is seeking a 2nd Line Modern Workplace Engineer to join our service desk and support Microsoft 365, Azure, and endpoint management across customer environments. In this hybrid role, you will work at Salford Quays three days a week, handle incidents, collaborate with 3rd Line Engineers, and communicate clearly with customers to minimise downtime and improve service quality.

Proactive learning and ITIL-aligned practices help you advance your expertise while delivering

Qualifications

• Troubleshoot Microsoft 365, Azure, and endpoint management issues.
• Communicate clearly with technical and non-technical audiences.
• Follow ITIL-based problem management and incident handling.

Responsibilities

• Own incidents and service requests across customer and LIMA cloud environments.
• Provide clear, timely updates to customers to support SLA delivery.
• Troubleshoot issues or escalate to 3rd Line Engineers with documented actions.
• Support Customer Success Managers by translating technical issues for customers.
• Contribute to problem management to improve service reliability.
• Assist with planned changes and release activities with proper documentation.

Skills

Azure administration

M365 administration

Endpoint management

Identity management

ITIL

Education

IT Certifications such as AZ-104, AZ-140

Job description

Following a recent internal promotion, we're hiring for a 2 nd Line Modern Workplace Engineer. Join our service desk team and take on a role where your technical skill, customer focus, and ownership directly support the quality, stability, and performance of our customer environments. You will work on varied incidents and service requests across modern workplace technologies, helping customers resolve issues efficiently while building confidence through clear, timely communication.

You will also work closely with 3 rd Line Engineers, Customer Success Managers, and colleagues across the business to progress issues, share knowledge, and support positive customer outcomes. This is a role for someone who enjoys solving problems, learning continuously, and developing their expertise across Microsoft 365, Azure, endpoint management, identity, and collaboration services.

We operate on a hybrid working basis, with employees required to work from our Salford Quays office Monday to Wednesday each week.

Day to day you will:

Take pride in quality work, collaboration, and positive customer outcomes; you will make a difference by:

• Owning incidents and service requests across customer and LIMA cloud environments, using sound judgement to resolve issues efficiently and professionally.
• Keeping customers and stakeholders informed with clear, timely updates that build confidence and support SLA delivery.
• Using your technical knowledge to troubleshoot issues raised by customers, monitoring platforms, or internal teams, resolving them where possible or providing clear, well-documented escalations to 3rd Line Engineers.
• Supporting Customer Success Managers and internal teams by helping translate technical issues into clear, customer-friendly communication.
• Progressing recurring or long-standing incidents through ITIL problem management to improve service reliability.
• Supporting planned changes and release activities with careful preparation, delivery, documentation, and communication to minimise service impact.
• Contributing to the on-call rota as an escalation engineer, supporting LIMA customers outside standard business hours and weekends on a 1-week-in-8 rota.

What skills and experience will help you succeed?

This role is ideal for someone who enjoys troubleshooting, communicates clearly with technical and non-technical audiences, and understands the importance of managing risk, impact, time, and customer expectations. You will use a structured troubleshooting approach, accurate record-keeping, and an ITIL-aligned mindset to support secure, reliable customer environments by:

• Managing Microsoft Azure services across compute, networking, storage, backup, monitoring, and governance.
• Supporting Azure Virtual Desktop and secure remote access solutions that enable great user experiences.
• Strengthening identity and access with Microsoft Entra ID, hybrid identity, MFA, Conditional Access, and privileged access management.
• Administering Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, licensing, and service health.
• Improving endpoint management through Microsoft Intune, Autopilot, compliance policies, app deployment, and Windows update management.
• Applying Microsoft Defender and Purview capabilities to support security, compliance, data protection, and threat protection.
• Maintaining clear ticket notes, time records, customer information, and escalation details so issues can be progressed smoothly and professionally.

What else would help you stand out?

We value people who keep learning and bring a practical understanding of the technologies that support great customer outcomes, including:

• Current Microsoft certifications such as AZ-104, AZ-140, MS-102, MD-102, MS-700, SC-300, or equivalent hands‑on experience.
• Active Directory and Microsoft Entra ID identity management, including AD Connect and hybrid identity concepts.
• Group Policy, Remote Desktop Services, Certificate Services, DNS, DHCP, NPS, DFS, and print services.
• Experience with Exchange Online, Exchange Hybrid, Microsoft Teams administration, and Microsoft 365 administration.
• Experience with Microsoft Endpoint Management, Intune, Autopilot, compliance policies, and application deployment.
• Awareness of Microsoft Defender, Purview, and security best practice in customer environments.
• ITIL Foundation or equivalent service management awareness.

About LIMA

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. But we know that our success is powered by our people.

We’re proud to be a Great Place to Work company for the second year running, and our team consistently tells us that the people are the best thing about working here. We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support and a strong benefits package.

35,000 - 45,000

Hours

37.5

Joining our team comes with a range of benefits designed to enhance your work experience and well-being:Holidays: 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 yearBirthday Leave: An additional paid day to celebrate your birthday with family and friendsHealthcare: 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 schemeProfessional Development: Access to ongoing training and development opportunities to help you grow in your career.Family Leave: Enhanced maternity, paternity and adoption pay after two continuous years serviceEmployee Assistance Program: Confidential counselling and support services to help you navigate life's challenges.Salary Sacrifices Schemes: To support you to save for retirement or purchase an electric car or bikeTeam Building Events: Engage with your colleagues through team‑building activities and events.