Second Line Support Engineer

London, UK
Employment type
Permanent / Full-Time
Remote working
On Site / Office

Role Overview

We are looking for a proactive individual who can ensure that all clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agreed service levels.

Key Responsibilities:

(Please note that this list is not exhaustive)

·  Provide technical support to customers, as well as respond to network issues via email or phone.

·  Monitor customer network equipment and ongoing tickets

·  Interact and coordinate with different teams to get issues resolved on priority

·  Provide concierge-level support throughout the customer onboarding process

·  Manage multiple ongoing issues simultaneously

·  Effectively communicate orally and in writing within the team, the wider organisation, and customers

·  Willingness to visit Vorboss POPs and DCs

·  Willingness to respond to network and customer issues outside of usual business hours, both planned and unplanned

Skills & Experience:

Required Certifications (currently have or can get within 90 days)

• Network+

• JNCIA (desirable, not required)

• CCNA (desirable, not required)

Skills & Experience

• Networking fundamentals(TCP/IP, Switches, Routers).

• Light Project Management capabilities

• Strong customer-facing skills (phone, in-person)

• Excellent written communication

• Quick learner with strong troubleshooting and analytical skills

• Ability to coordinate between multiple teams to achieve positive results

• Proactive and adaptable, with the ability to work under pressure to meet deadlines in a fast-paced environment

• 3 to 5 years of technical experience or previous 2nd line engineer experience

• Hands-on with networking equipment (desirable, not required)

• Ticketing system familiarity (desirable, not required)

• Knowledge of data centre environments, servers, and network equipment (desirable, not required)

• Previous fibre experience(industry or installation)(desirable, not required).

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.

Specific Requirements