Company description
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Who are Vorboss:
Vorboss is building London’s next-generation business fibre network. This is a responsibility that we take seriously; we understand that for most businesses, reliable fibre internet is as important as heat, electricity, and water. We want to completely change the fibre network in London (and beyond), and we’re on the hunt for smart, talented people to join us.
At Vorboss, we do the right thing—no matter what. Our unwavering focus on engineering excellence and unrivalled commitment to customer service is trusted by the most important organisations across the UK and Europe in the technology, pharmaceutical, financial, and e-commerce industries.
We’re proud to have earned one of the best reputations in the industry, and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success.
We’re looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for Vorboss is to be ‘the best job that someone ever had’, regardless of how long they stay with us, and promise to provide a supportive workplace based on respect and trust.
Vorboss is building the future of business infrastructure in London. We started by building London’s largest fibre network and are now expanding to provide the full range of IT and cybersecurity services that modern businesses rely on. Our goal is simple: give London businesses a single, trusted partner for everything from connectivity to managed IT and cyber protection. We’re proud to have earned one of the best reputations in the industry and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success. We’re looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for Vorboss is to be ‘the best job that someone ever had’, regardless of how long they stay with us and promise to provide a supportive workplace based on respect and trust.
Role overview:
The Response IT 1stLine Engineer will be the first point of contact for users experiencing technical issues within a Managed Service Provider (MSP) environment. Handling basic troubleshooting, including hardware, software, login problems, andconnectivity issues. Tasks include taking calls, logging support tickets and escalating more complex issues to 2nd or 3rd line teams. The role requiresexperience across cloud platforms, endpoint management, networking, and MSPtoolsets, with a focus on service quality, documentation, and continualimprovement. Strong communication skills and a customer-focused mindset are essential.
Key responsibilities:
- Taking calls and logging support tickets for users experiencing technical
- Provide technical support across cloudtechnologies, including Microsoft 365, Azure, and Intune.
- Manage, monitor, and remediate issues usingRMM tools.
- Administer and support multiple clientenvironments within an MSP setting.
- Help diagnose and resolve networking issuesincluding LAN, WAN, Wi Fi, VPNs, DNS, and DHCP.
- Use ConnectWise (or similar PSA tools) forticket management, time recording, and client communication.
- Maintain accurate, structured, and up-to-datetechnical documentation within IT Glue
- Assist with onboarding new clients anddeploying IT solutions.
- Identify recurring issues and contribute toproblem management and continuous service improvement.
- Collaborate with 2nd/3rdLine Engineers and internal teams to resolve technical challenges.
- Communicate clearly and professionally withclients and internal stakeholders.
- Ensure client satisfaction is always achieved and maintained.
- Communicatediligently with customers, keeping them informed of incident progress, changesor agreed outages.
- Escalate issues that cannot be completed or risk being completed within agreed servicelevels.
The right candidate:
The successful candidate **must have a minimum of 2 years’ experience** in the following areas:
- Working within a Managed Service Provider (MSP) environment
- Cloud technologies, including:
o Microsoft365
o Azure
o Intune
- ConnectWise or similar PSA platforms
- RMM tools for monitoring and remote support
- Networking technologies (TCP/IP, VLANs, VPNs)
- IT Glue for documentation and knowledge management
DESIRED SKILLS:
- Microsoft certifications:
o AZ 900 – Microsoft Azure Fundamentals
o MS 900 – Microsoft 365Fundamentals
o CompTia A+
- MacOS support experience in a business environment
- Technical documentation and knowledge base creation experience
- Degree educated or equivalent work experience
- Knowledge of CRM/ERPs like Oracle/Salesforce
- Passion for technology and the desire to develop skillset
Personal Attributes
* Strong customer services, troubleshooting and analytical skills
* Methodical, organised, and detail focused
* Customer focused with excellent verbal and written communication skills
* Ability to manage multiple priorities in a fast-paced MSP environment
* Proactive mindset with a commitment to continuous learning and improvement
What We Offer
* Competitive salary based on experience
* Range of company benefits, including performance-based bonus
* Training and certification support
* Progression opportunities
* Flexible working options (Based on Business needs)
* Supportive and collaborative team environment
Benefits:
We believe in taking care of our staff both mentally andphysically and in order to support this we offer a range of benefits that youcan access.
• Employee Share Plan -Once an employee at Vorboss, we offer the opportunity to become a shareholderin the company*.
• Company pensionscheme.
• Bonus scheme.
• 25 days of annualleave allowance that increases with years served (excluding bank holidays).
• Private Healthcare.
• Life assurance.
• Income Protection.
• Access to Spill, ourmental health support partner.
• Cycle to workscheme.
• Half price gymmemberships through the healthcare provider.
• Free eye test.
• Travel loan.
• Hastee app, to helpmanage your salary and finances.
(*Terms & conditions apply- amount possible to buy is capped and contingent on pre-existing variables.)
Diversity, inclusion, and equal opportunities:
We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.
This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination.
Vorboss promotes step-free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.
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