2nd Line IT Engineer (Optimity)

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.

This position is within Optimity, a recently acquired subsidiary of Vorboss. Optimity is a fast-growing, value-added managed service provider with a strong track record in the ISP marketplace.

We are interested in individuals with a passion for technology and the desire to develop their own skillset.

We are looking for a Level 2SD Agent with 360 skills in an MSP and multiple client set-up. This role involves ad-hoc project work. It will suit someone who is both ambitious and self-motivated in a very fast paced environment. The successful candidate will take ownership of escalated issues from the Service Desk and work closely alongside the Network Infrastructure team within Microsoft^TM Gold Projects. This is a client facing role, so we are seeking an individual with great commercial acumen and social skills.

We are interested in individuals with a passion for technology and the desire to develop their own skillset.

- Answer incoming calls.

- Provide 2nd Line customer facing and remote support structure.

- Provide internal IT support when required.

- Helpdesk and incident management.

- PC and server configuration.

- Firewall configuration and troubleshooting.

- Daily system checks including backup monitoring and reporting.

- Proactively and reactively deliver technical support to Optimity clients as required to meet the demands of our clients and SLAs.

- Maintain and update internal client documentation and logging time and activities in a consistent and timely manner to allow client billing and business metric reporting. Contribute to documenting internal processes.

- 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.

- Remain up-to-date with current and future technologies emerging in the industry.

- Assist in delivering projects, if required.

- Develop knowledge of the customer and how IT relates to their business strategy and goals.

- Display further technical skills in WAN and LAN connectivity, routers, firewalls, security, Operating systems and Optimity’s solutions.

- Assist in providing quotes for equipment and services to Account Managers.
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This list is not exhaustive, and the tasks assigned might increase as per company’s needs.

- 3 years’ experience working with an MSP or ISP.

- Windows Server– Working Knowledge of Active directory, Group Policies, DNS, DHCP troubleshooting and administration.

- Microsoft Exchange / Exchange Online.

- Microsoft Office 365 – Fundamentals of standalone Office 365 and Azure Sync environments.

- Remote Desktop Servers.

- Desktop Support – Windows / Mac / Remote Desktop Session / RDS Farms.

- Networking protocols including TCP/IP.

- Excellent communication skills and the ability to deal with problems and technical issues in a pressurised and time-sensitive environment.

- Experience as a support engineer in a service environment, particularly to SMEs.

- Experience of the tech or ISP sectors.

DESIRED SKILLS:

- Degree educated or equivalent in a science or business subject.

- Knowledge of CRM/ERPs like Oracle/Salesforce, etc.

Please note:
This role requires working 2 days a week from our Chippenham or South Bristol office, and 1 day a week visiting a client site in Salisbury. A driving license and own transport are essential.

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.

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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.