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 business fibre network and are now expanding to provide the full range of IT and cybersecurity services that modern organisations rely on. Our goal is simple: to give businesses a single, trusted partner for everything from connectivity through to managed IT and cyber protection.

We’re proud to have built one of the strongest reputations in the industry and maintaining that reputation is essential as we continue to grow. Our team is highly skilled, collaborative and accountable. We trust each other to take ownership, make good decisions and contribute to our collective success.

We’re looking for talented, customer-focused people to join us during 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 we aim to provide a supportive workplace built on respect, trust and professional development.

Role Overview

As an experienced 2nd Line Support Engineer, you will be based primarily on site at the head office of one of Vorboss’s key customers in London.

This is a highly visible, customer-facing role supporting a professional corporate environment, including senior stakeholders and VIP users. You will work closely with the customer’s internal IT team and the wider Vorboss Service Desk to provide responsive, high-quality technical support and ensure that incidents and service requests are managed through to resolution.

While the role will be primarily based at the customer’s head office, you may also be required from time to time to travel to other customer office locations across London to investigate and resolve incidents, provide onsite technical support or assist with planned activities.

The environment is predominantly Microsoft-based, including Windows 365, Microsoft Intune and Windows Autopilot, alongside traditional endpoint, networking and infrastructure technologies.

You will be expected to take ownership of 2nd Line escalations, provide hands-on onsite support, troubleshoot complex user and infrastructure issues and work collaboratively with internal teams and third-party suppliers where required.

The role requires a calm, professional and customer-focused approach, particularly when supporting senior users or resolving business-critical incidents.

Key Responsibilities

Please note that this list is not exhaustive.

• Provide professional 2nd Line onsite technical support to users at the customer’s London head office.
• Provide onsite support at other customer offices across London when required, including travelling between locations to investigate and resolve incidents or provide additional engineering coverage.
• Deliver a high level of support to senior stakeholders, executives and VIP users, ensuring issues are handled professionally, discreetly and with appropriate urgency.
• Take ownership of incidents and service requests escalated from the Vorboss Service Desk or customer IT team through to resolution.
• Troubleshoot and resolve issues across Windows desktops, laptops, Windows 365 Cloud PCs and associated Microsoft services.
• Administer and support devices through Microsoft Intune, including device compliance, configuration profiles, application deployment and endpoint policies.
• Support Windows Autopilot provisioning, device enrolment and deployment processes for new and replacement devices.
• Support Microsoft 365 user services and associated applications, including Outlook, Teams, OneDrive and SharePoint where appropriate.
• Assist with user onboarding, moves, changes and leaver activities, ensuring devices, accounts and access are delivered in line with agreed processes.
• Maintain accurate ticket records within the ITSM platform, including troubleshooting activity, customer communications, resolution details and escalation information.
• Manage personal and shared ticket queues to ensure incidents and requests are progressed within agreed service levels.
• Work closely with the Vorboss Service Desk, Service Delivery Manager and customer IT teams to ensure clear ownership and effective escalation of incidents.
• Provide hands-on troubleshooting of network connectivity issues, including wired and wireless connectivity, switching, cabling, VLAN and general LAN troubleshooting.
• Perform first-level infrastructure checks across network, connectivity and local IT services before escalating issues to specialist infrastructure or network teams.
• Use appropriate networking tools and troubleshooting techniques to identify whether faults relate to the endpoint, LAN, Wi-Fi, network infrastructure, service provider or upstream service.
• Support meeting rooms, conferencing equipment, printers, peripherals, docking stations and other office technology.
• Ensure laptops, desktops and associated peripherals are deployed, configured and maintained to the agreed customer standard.
• Monitor device health and compliance through Microsoft Intune and take appropriate remedial action where required.
• Identify recurring incidents and support Knowledge Management, Problem Management and Root Cause Analysis activities.
• Document technical resolutions, known errors and workarounds to improve the quality of the Knowledge Base and increase First Line resolution capability.
• Escalate complex issues appropriately to 3rd Line teams, infrastructure teams, vendors or third-party suppliers while retaining ownership and maintaining communication with the user.
• Liaise with third-party suppliers and service providers where faults require external investigation.
• Proactively identify risks, recurring technical issues and opportunities for service improvement.
• Support planned infrastructure changes, office changes, hardware refreshes and technology deployments where required.
• Maintain a professional onsite presence and build strong working relationships with the customer’s employees, senior stakeholders and internal IT teams.
• Ensure customers are kept informed throughout the lifecycle of their ticket, particularly where resolution requires extended investigation or third-party involvement.
• Contribute to service reporting, service reviews and operational meetings where required.