Senior Support Engineer Permanent / Full-Time London View position

As an experienced middle to senior 2nd/3rd line support engineer, you will work within Vorboss’s operational frameworks and based onsite 4 days at our client’s London office, ensuring smooth delivery and maintenance of the operational technology across the estate. You will take a proactive and calm approach to service escalations and troubleshooting within a small team of dedicated engineers (client’s onsite engineering team). Being a part of a small support team in London, 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

• 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 - ConnectWise / FreshService.
• Administer the macOS, Google Workspace and Okta enterprise estate to adapt and integrate JML workflows.
• Administer the endpoint machine management (Jamf/Iru) & endpoint device protection (Sentinel One) platforms and be experienced integrating IdP workflows (Okta).
• Working closely with Vorboss Key Account SDM & other key Vorboss stakeholders to establish a good relationship with client satisfaction as a main objective, agreeing the points of interaction and escalation.
• 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 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.
• This role 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 ticket 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.
• 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.

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 & offboarding.
• 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.
• Have a high attention to detail.
• Be highly organised and deadline focused.

Desired Requirements

• 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.

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.