Senior Support Engineer

Who We Are

Vorboss is building London’s next‑generation business fibre network. We aim to change the fibre infrastructure and provide connectivity, managed IT, and cyber protection. Our team is highly talented and committed to engineering excellence and customer service.

Role Overview

As an experienced middle to senior 2nd/3rd line support engineer, you will work onsite 4 days a week at a client’s London office, ensuring smooth delivery and maintenance of operational technology across the estate. You will handle service escalations and troubleshooting within a small dedicated engineering team.

Key Responsibilities

• Answer all incoming customer communication (emails, calls) in line with service level agreements.
• Develop a “user satisfaction” culture within the team, putting the needs of the client’s business first.
• Ensure all cases are logged and updated in the ITSM system – ConnectWise / FreshService.
• Administer the macOS, Google Workspace and Okta enterprise estate to adapt and integrate JML workflows.
• Administer the endpoint management platforms (Jamf / IdM) and endpoint protection (Sentinel One) platforms and be experienced integrating IdP workflows (Okta).
• Work closely with Vorboss Key Account SDM & other stakeholders to establish a good relationship with client satisfaction as a main objective, agreeing points of interaction and escalation.
• Proactively identify risks and drive the implementation of appropriate solutions 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 equipment and access are deployed and available and that the service delivered meets the quality requirements agreed with the client.
• Escalate problems and issues that cannot be resolved by 2nd line engineers or the Vorboss service desk to SDM. Act as an interface into escalation management and ensure consistent communication with the client.
• Ensure root cause analysis is undertaken for ongoing issues, defining the root cause to a level clearly understood by relevant heads of departments to drive improvement within the business. Responsible for Incident Report generation.
• Manage ticket case queues within the system.
• Refer faults to carriers and suppliers and chase effectively.
• Resolve all queries within agreed SLAs and, when not possible, escalated appropriately, keeping the customer informed of progress/status.
• Arrange for external technical support when problems cannot be resolved in‑house.
• Assist with and optimise the monthly service review meetings, presenting data‑driven reflections of key KPIs and SLAs met.
• Weekly analysis of MDM platforms to ensure all devices are compliant, creating remedial steps, documenting and following up for presentation in monthly calls.
• Contribute to various business areas to ensure performance of 3rd‑party suppliers within the account is appropriately managed.

The Right Candidate

• 2 years’ experience working in‑house or within an MSP.
• MacOS‑based advanced technical experience.
• Google Workspace advanced technical experience.
• Experience with basic security principles & identity access management.
• Experience in customer relationship or service management or equivalent.
• In‑depth understanding of Okta and/or other identity management providers to develop and adapt workflows for onboarding & off‑boarding.
• Excellent time‑management skills.
• Organised, methodical and flexible.
• Experience leading a team.
• Resourceful, self‑motivated and strong decision‑making capability.
• Understanding of IT infrastructure principles.
• Good verbal and written communication skills.
• High attention to detail.
• Highly organised and deadline focused.

Desired Requirements

• macOS / Jamf / Okta certification.

Benefits

• 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.
• 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‑opportunity employer and are determined to ensure 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 that cannot be shown to be justifiable. We create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and recognising and valuing the contributions of all staff. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. We also promote step‑free access at our main headquarters while considering physical barriers across other sites.

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