Managed Services IT Engineer (2nd Line)

About Vorboss

Vorboss is building London’s next-generation business fibre network. We take seriously the responsibility of providing reliable fibre internet, which for many businesses is as vital as heat, electricity, and water. Our ambition is to change the fibre network in London and beyond, and we are looking for smart, talented people to join us. We do the right thing no matter what and focus on engineering excellence and unrivaled customer service, trusted by leading organisations across the UK and Europe in technology, pharmaceutical, financial, and e‑commerce sectors. Our tight‑knit team values respect, trust, responsibility, and collective success.

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, including 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 when 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.

Candidate Requirements

• Minimum of three years’ experience working within a Managed Service Provider (MSP) environment.
• Hands‑on experience with cloud technologies including Microsoft 365, Azure and Intune.
• Experience with ConnectWise or similar PSA platforms.
• Proficiency in RMM tools for monitoring and remote support.
• Knowledge of networking technologies (TCP/IP, VLANs, firewalls, VPNs).
• Experience creating and maintaining IT documentation using IT Glue.
• Strong troubleshooting and analytical skills.
• Methodical, organised, and detail‑focused work style.
• 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.
• Degree‑educated or equivalent work experience.
• Knowledge of CRM/ERP systems such as Oracle or Salesforce.
• Passion for technology and willingness to develop skills.

Desired Skills

• Microsoft certifications: AZ 900 – Microsoft Azure Fundamentals; MS 900 – Microsoft 365 Fundamentals; AZ 104 – Microsoft Azure Administrator.
• MacOS support experience in a business environment.
• Experience mentoring or supporting junior engineers.
• Strong technical documentation and knowledge‑base creation experience.

Benefits

• Employee Share Plan – opportunity to become a shareholder.
• Company pension scheme.
• Bonus scheme.
• 25 days of annual leave allowance, increasing with years served (excluding bank holidays).
• Private healthcare.
• Life assurance.
• Income protection.
• Access to Spill, the mental health support partner.
• Cycle‑to‑work scheme.
• Half‑price gym memberships through the healthcare provider.
• Free eye test.
• Travel loan.
• Hastee app to manage salary and finances.

Diversity, Inclusion, And Equal Opportunities

We are an equal‑opportunity employer. No applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect. We provide step‑free access at our main headquarters and consider physical barriers at other sites.