3rd Line Support IT Engineer

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.

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We are looking for an experienced Infrastructure Engineer with 360 skills in an MSP and multiple client set-up. This role involves existing intensive project work from day one. 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 MicrosoftTM 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.

• Provide 3rd Line customer facing and remote support structure.

• Display in depth technical skills in WAN and LAN connectivity, routers, firewalls, security, Operating systems, virtualisation technologies, BDR and cloud solutions.

• Take responsibility and execute server and data restores and recovery.

• Designs, plans, executes, and reviews complex projects and takes responsibility for project success\failure.

• In depth knowledge of Optimity’s products and services.

• Involved in consulting services to include system reviews and recommendations.

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

• Assist the service desk manager as required for 3rd line technical escalation support tickets.

• Be part of the OOH rota.

• Attend to customer sites when required.

• Provide technical specifications for a quote or proposal and prepare accompanying materials.

• Ensure that project risks are identified, communicated, and mitigated and that projects are delivered successfully through to production.

• Develop project plans: identify resources needed, develop schedules and track results.

• Design and maintain technical and project documentation.

• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages and manage expectations.

• Collaborate with the leadership team on the design and build of new services and product offerings.

• Challenge existing working practice to improve performance and productivity.

• Create a strong positive impact projecting professionalism and authority.

• Anticipates future customer needs and trends.

• Be aware of the real needs and expectations of customers.

• Foster an environment characterised by our Values.

• Motivate others through difficult situations.

• Coaching and training level 1 and 2 engineers.

• Demonstrate a sound commercial understanding of the Optimity brand and business – and be aware of commercial opportunities with existing clients.

• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.

• Ensure all infrastructure changes are completed in accordance with upcoming project requirements.

• Update the client & Optimity ensuring expectations are managed and met.

• Provide consistent and transparent reporting to peers and stakeholders.

• Comply with Optimity policies and procedures, recommend any refinement.

• Remain an exemplary ambassador for the business always.

• Work closely with project management and the service desk to ensure service level promises are met.

• Perform continuous audit of the ITSM environment, refining procedures and updating of the knowledge base.

• At least 3 years’ experience working on a similar role for a Managed Services Provider.

• 2 years’ (min) relevant project experience

• Good network capabilities.

• Full UK Driver’s Licence.

• Experience using On Premises Exchange / Exchange online.

• Office 365 migration and Administration experience.

• Security and Mail protection products.

• Understanding of multiple data & backup methodologies including legacy systems.

• Change & interim system control.

• Excellent time management and organisation.

• Have a high attention to detail.

• Be highly organised and deadline focused.

• Be a team player.

• Have customer focus.

DESIRED SKILLS:

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

• Previous experience working with an MSP or ISP.

• Knowledge of CRM/ERPs like Oracle/Salesforce, ConnectWise, etc.

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

• Company pension scheme.

• Bonus scheme.

• 25 days of annual leave 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.

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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