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 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.
Role overview:
The Resolution IT 2nd Line Engineer provides advanced technical support within a Managed ServiceProvider (MSP) environment, acting as an escalation point from 1st Line andensuring timely resolution of complex incidents and service requests. The rolerequires strong experience across cloud platforms, endpoint management, networking, and MSP toolsets, with a focus on service quality, documentation, and continual improvement.
Key responsibilities:
(Please note that this list is not exhaustive)
- Act as an escalation point for 1st Line Engineers, resolving 2nd Line incidents and service requests in line with agreed SLAs. Onsite visits when required.
- Provide technical support across cloud technologies, including Microsoft 365, Azure, and Intune.
- Manage, monitor, and remediate issues using RMM tools.
- Administer and support multiple client environments within an MSP setting.
- Diagnose and resolve networking issues including LAN, WAN, Wi Fi, firewalls, VPNs, DNS, and DHCP.
- Use ConnectWise (or similar PSA tools) for ticket management, time recording, and client communication.
- Maintain accurate, structured, and up-to-date technical documentation within IT Glue
- Assist with onboarding new clients and deploying IT solutions.
- Identify recurring issues and contribute to problem management and continuous service improvement.
- Collaborate with 3rd Line Engineers and internal teams to resolve complex technical challenges.
- Communicate clearly and professionally with clients and internal stakeholders.
- Answer incoming calls.
- Be part of the OOH rota, if required.
- Ensure client satisfaction is always achieved and maintained.
- Communicate diligently with customers, keeping them informed of incident progress, changes or agreed outages.
- Escalate issues that cannot be completed or risk being completed within agreed service levels
The right candidate:
The successful candidate **must have a minimum of 3 years’ experience** in thefollowing areas:
- Working within aManaged Service Provider (MSP) environment
- Cloud technologies, including:
o Microsoft365
o Azure
o Intune
- ConnectWise orsimilar PSA platforms
- RMM tools formonitoring and remote support
- Networkingtechnologies (TCP/IP, VLANs, firewalls, VPNs)
- IT Glue fordocumentation and knowledge management
You may not meet every single desired requirement listed under "the right candidate" section . If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!
Desire skills:
- Microsoft certifications:
o AZ 900 – Microsoft AzureFundamentals
o MS 900 – Microsoft 365Fundamentals
o AZ 104 – Microsoft AzureAdministrator
- MacOS supportexperience in a business environment
- Experience mentoringor supporting junior engineers
- Strong technicaldocumentation and knowledge base creation experience
- Degree educated orequivalent work experience
- Knowledge of CRM/ERPslike Oracle/Salesforce
- Passion for technology and the desire to develop skillset
Other:
* Strong troubleshooting and analytical skills
* Methodical, organised, and detail focused
* Customer focused with excellent verbal and writtencommunication skills
* Ability to manage multiple priorities in a fast-paced MSP environment
* Proactive mindset with a commitment to continuouslearning and improvement
Benefits:
We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that you can access.
• Employee Share Plan-Once an employee at Vorboss, we offer the opportunity to become a shareholder in the company*.
• Company pension scheme.
• Bonus scheme.
• 25 days of annualleave allowance that increases with years served (excluding bank holidays).
• Private Healthcare.
• Life assurance.
• Income Protection.
• Access to Spill, our mental health support partner.
• Cycle to work scheme.
• Half price gym memberships through the healthcare provider.
• Free eye test.
• Travel loan.
• Hastee app, to help manage your salary and finances.
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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