1st Line IT Engineer

Vorboss Limited; Greater London; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A leading fibre network provider in London is seeking a motivated Level 1SD Agent to provide customer-focused technical support across multiple clients. The role involves troubleshooting, maintaining client documentation, and ensuring client satisfaction. Ideal candidates will have experience in MSP or ISP environments, proficiency in Windows Server and Microsoft Office 365, and exceptional communication skills. This position offers benefits including a share plan, pension scheme, and professional development opportunities.

Benefits

Employee Share Plan

Company pension scheme

25 days annual leave

Mental health support

Cycle to Work scheme

Half price gym memberships

Free eye test

Financial management app

Qualifications

• Ambition and self-motivation required in a fast-paced environment.
• Passion for technology and desire to develop skills.
• Experience in a service environment, particularly with SMEs.

Responsibilities

• Provide 1st Line remote and customer-facing support.
• Complete troubleshooting and diagnosis of issues on PCs and servers.
• Maintain and update internal client documentation.

Skills

Experience with MSP or ISP

Windows Server

Microsoft Exchange

Microsoft Office 365

Desktop Support

Networking protocols (TCP/IP)

Communication skills

Technical problem solving

Tools

CRM/ERPs like Oracle/Salesforce

Job description

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.

Vorboss is building the future of business infrastructure in London. 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:

The role will be within our subsidary Optimity, who are a fast-growing value-added managed service provider who have a strong history in the ISP market place. We are looking for a Level 1SD Agent with 360 skills in an MSP and multiple client set-up. It will suit someone who is both ambitious and self-motivated in a very fast paced environment. The successful candidate will take ownership of incoming issues from the Service Desk and work closely alongside other teams. This is a client focused role that involves site visits, 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.

Key responsibilities:

Please note that this list is not exhaustive.

• Previous 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.

The right candidate:

• calls.
• Provide 1st Line remote and customer facing support.
• Provide internal IT support when required.
• Helpdesk and incident management.
• Completing troubleshooting and diagnosis of issues on PCs, firewalls and servers.
• 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 achieved and maintained at all times.
• 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.

You may not meet every single desired requirement listed under “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.

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.

Benefits

• Employee Share Plan – Once an employee at Vorboss, we offer the opportunity to become a shareholder in the company.
• Company pension scheme.
• 25 days of annual leave allowance that increases with years served (excluding bank holidays).
• Access to Spill, our mental health support partner.
• Cycle to Work scheme.
• Half price gym memberships through the healthcare provider.
• Free eye test.
• Hastee app, to help manage your salary and finances.

(*Terms & conditions apply – amount possible to buy is capped and contingent on pre-existing variables.)

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.