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.

Role Overview

As dedicated Support Engineer (1st Line) you will work within Vorboss’s operational frameworks and based onsite at our client’s Salisbury office, ensuring smooth delivery and maintenance of the service desk. You will take a proactive and calm approach to service escalations and troubleshooting.

Leading the support team in Salisbury, you will 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)

• Complete Answering all incoming customer communication (emails/call) in line with service level agreements.
• Develop a ‘user satisfaction’ culture within the team, putting the needs of client’s business before all else.
• Ensuring that all cases are logged and updated in the ITSM system.
• Assist in the recruitment process, taking part in interviews.
• Working closely with Vorboss Key Account SDM & other stakeholders to establish good relationships with the client stakeholders with client satisfaction as a main objective, agreeing the points of interaction and escalation, acting with cost and margin sensitivity, ensuring the customer is aware of the SLAs avoiding conflict.
• Proactively identify risks and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or impact to the client.
• Ensure quality service in collaboration with the appropriate provisioning functions, making sure that the right resource cover, equipment and access are deployed and available and that the service delivered meets the quality requirements agreed with the client.
• Problems and issues that cannot be resolved by 2nd line engineers and/or Vorboss service desk are escalated as appropriate to SDM. The Service Desk Manager acts as an interface into escalation management and will critically ensure that the client is communicated with consistently and appropriately.
• Actively ensure that root cause analysis is undertaken for ongoing issues. Ensure the root cause is defined to a level that is clearly understood by the relevant heads of departments as to drive the improvement within the business. Responsible for Incident Report generation.
• Manage case queues within the system.
• Refer faults to carriers and suppliers and chase effectively.
• Resolving all queries within agreed service level agreements and escalating as appropriate when this has not been possible; ensuring that the customer is kept informed of progress/status.
• To arrange for external technical support where problems cannot be resolved in house.
• Manage your team, supported by client stakeholders: 121s, probation meetings, reviews, etc.
• Assist with and optimise the monthly service review meetings. With data driven reflections of the KPI and SLAs that have been met.
• Weekly analysis of MDM platforms to ensure that all devices are compliant and remedial steps are created, documented and followed up for presentation in monthly calls.
• Contribute to the various areas of the business to ensure the performance of 3rd party suppliers within the account is appropriately managed.
• Take ownership of the FreshService integration project, doing what is needed to ensure success and client satisfaction.