IT Managed Services IT Engineer (2nd Line) Permanent / Full-Time London View position

Who are Vorboss: Vorboss is building London’s next‑generation business fibre network. We take seriously the responsibility of providing reliable fibre internet, essential as heat, electricity, and water. We aim to completely change the fibre network in London and beyond, and we’re on the hunt for talented people to join us. Our unwavering focus on engineering excellence and 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.

Role overview: The Resolution IT 2nd Line Engineer provides advanced technical support within a Managed Service Provider (MSP) environment, acting as an escalation point from 1st Line and ensuring timely resolution of complex incidents and service requests. The role requires strong experience across cloud platforms, endpoint management, networking, and MSP toolsets, with a focus on service quality, documentation, and continual improvement.

Key responsibilities:

• Act as an escalation point for 1st Line Engineers, resolving 2nd Line incidents and service requests in line with agreed SLAs.
• Onsite visits when required.
• Provide technical support across cloud technologies, including Microsoft 365, Azure, and Intune.
• Manage, monitor, and remediate issues using RMM tools.
• Administer and support multiple client environments within an MSP setting.
• Diagnose and resolve networking issues including LAN, WAN, Wi‑Fi, firewalls, VPNs, DNS, and DHCP.
• Use ConnectWise (or similar PSA tools) for ticket management, time recording, and client communication.
• Maintain accurate, structured, and up‑to‑date technical documentation within IT Glue.
• Assist with onboarding new clients and deploying IT solutions.
• Identify recurring issues and contribute to problem management and continuous service improvement.
• Collaborate with 3rd Line Engineers and internal teams to resolve complex technical challenges.
• Communicate clearly and professionally with clients and internal stakeholders.
• Answer incoming calls.
• 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.

The right candidate:

• Must have a minimum of 3 years’ experience in the following areas:

• Working within a Managed Service Provider (MSP) environment
• Cloud technologies, including Microsoft 365
• ConnectWise or similar PSA platforms
• RMM tools for monitoring and remote support
• IT Glue for documentation and knowledge management
• Microsoft certifications
• MacOS support experience in a business environment
• Experience mentoring or supporting junior engineers
• Strong technical documentation and knowledge base creation experience
• Degree educated or equivalent work experience
• Knowledge of CRM/ERP like Oracle/Salesforce
• Passion for technology and the desire to develop skillset

Other:

• Strong troubleshooting and analytical skills
• Methodical, organised, and detail‑focused
• Customer‑focused with excellent verbal and written communication skills
• Ability to manage multiple priorities in a fast‑paced MSP environment
• Proactive mindset with a commitment to continuous learning and improvement

Benefits:

• Employee Share Plan – opportunity to become a shareholder in the company
• Company pension scheme
• 25 days of annual leave allowance (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

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. We promote a work environment free of bullying, harassment, victimisation, and unlawful discrimination, fostering dignity and respect for all.