IT Support Engineer (2nd Line)

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IT Support Engineer (2nd Line)

Permanent / Full-Time

Location

Swindon

Team

Employment type

Permanent / Full-Time

Workplace

On Site / Office

Salary

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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.

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:

As part of our IT Onsite team, you will provide onsite IT support across multiple client locations, primarily in Salisbury and Cirencester. The role is expected to be fully onsite, with two days per week currently anticipated in Cirencester and the remaining days primarily in Salisbury. The split may change depending on client requirements.

You will be required to provide exceptional customer support across the platforms & solutions that Vorboss manages at this client, in line with service level agreements and adhere to our service management principles.

Key responsibilities:

(Please note that this list is not exhaustive)

• Respond to and resolve tier 1 and tier 2 tickets, including group membership changes, account lockouts and other routine access requests, following agreed processes and security checks.

• Triage incoming service desk requests, record clear details in the ticketing system, prioritise them appropriately and route issues to the right colleague or team if required.

• Monitor the service desk queue during your shift for this client, follow up on open requests and keep users informed of progress.

• Coordinate equipment shipments and returns, including arranging dispatch, tracking deliveries and keeping records up to date.

• Support routine joiner, mover and leaver tasks, working with the team and using established Okta processes and automation.

• Help users with straightforward device, application and account issues, escalating anything outside your knowledge or access.

• Document common requests and resolutions, and flag recurring issues or gaps in the process to the wider team

The right candidate:

• 2 Years + experience working for a MSP, in house experience will be considered.

• Microsoft 365 Experience and qualifications essential.

• Excellent Time management skills

• Good Verbal and Written Communication skills

• Be highly organised and deadline focused.

• Resourceful, self-motivated and decisive with strong decision-making capability.

• Be able to work alone but realise when to ask for help.

Desirable

• MacOS Experience

• ITIL Certified

Benefits:

We believe in taking care of our staff both mentally and physically and 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.

• 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 aredetermined to ensure that no applicant or employee receives less favourabletreatment on the grounds of gender, age, disability, religion, belief, sexualorientation, marital status, or race, or is disadvantaged by conditions orrequirements which cannot be shown to be justifiable.

We aim to create a working environment free of bullying,harassment, victimisation, and unlawful discrimination, promoting dignity andrespect for all, and where individual differences and the contributions of allstaff are recognised and valued.

This commitment includes training managers and all otheremployees about their rights and responsibilities under the equality,diversity, and inclusion policy. Responsibilities include staff conductingthemselves 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 acrossall other sites.  

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