2nd Line IT Engineer (Optimity)

Vorboss Limited; City of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading UK managed service provider is seeking a 2nd Line IT Engineer to deliver exceptional support within a fast-paced environment. The role involves providing customer-facing and remote support, ensuring client satisfaction, and assisting with technical projects. Ideal candidates have a strong IT background with significant MSP or ISP experience, excellent communication skills, and a proactive approach to problem-solving. The position requires working from Chippenham or South Bristol and occasional travel to client sites.

Benefits

Employee Share Plan

Company pension scheme

Bonus scheme

25 days annual leave

Private Healthcare

Life assurance

Income Protection

Cycle to work scheme

Half price gym memberships

Qualifications

• 3 years’ experience working with an MSP or ISP.
• Working knowledge of Active Directory, Group Policies, DNS, DHCP troubleshooting and administration.
• Experience as a support engineer in a service environment, particularly to SMEs.

Responsibilities

• Answer incoming calls and provide second-line support.
• Helpdesk and incident management.
• Maintain and update internal client documentation.

Skills

Excellent communication skills

Networking protocols including TCP/IP

Windows Server knowledge

Remote Desktop Servers

Microsoft Exchange / Exchange Online

Desktop Support – Windows / Mac

Tools

CRM/ERPs like Oracle/Salesforce

Job description

Overview

Join to apply for the 2nd Line IT Engineer (Optimity) role at Vorboss.

Role Overview
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 looking for a Level 2SD Agent with 360 skills in an MSP and multiple client set-up. This role involves ad-hoc project work and will suit someone who is 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.

Key Responsibilities

• 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.

The Right Candidate

• 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

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

Please Note

This role requires working 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.

You may not meet every single desired requirement listed under the "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!

Benefits

• 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 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.

Diversity, Inclusion, And Equal Opportunities

We aim to be an equal opportunities employer and 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. 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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