Network Support Engineer (2nd Line)

Greater London, England, United Kingdom

8/28/2024

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.

Role Overview

We are looking for a proactive individual who can ensure that all clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agreed service levels.

Key Responsibilities

• Provide technical support to customers, as well as respond to network issues via email or phone.
• Monitor customer network equipment and ongoing tickets.
• Interact and coordinate with different teams to get issues resolved on priority.
• Provide concierge-level support throughout the customer onboarding process.
• Manage multiple ongoing issues simultaneously.
• Effectively communicate orally and in writing within the team, the wider organisation, and customers.
• Willingness to visit Vorboss POPs and DCs.
• Willingness to respond to network and customer issues outside of usual business hours, both planned and unplanned.
  
  
  

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The Right Candidate

Required Certifications (currently have or can acquire within 90 days)

• Network+
• CCNA (desirable, not required)
• JNCIA (desirable, not required)
  
  
  

Skills & Experience

• Networking fundamentals (TCP/IP, Switches, Routers).
• Project Management capabilities.
• Strong customer-facing skills (phone, in-person).
• Excellent written communication.
• Quick learner with strong troubleshooting and analytical skills.
• Ability to coordinate between multiple teams to achieve positive results.
• Proactive and adaptable, able to work under pressure to meet deadlines in a fast-paced environment.
• 3 to 5 years of technical experience or previous Network Support Engineer experience.
• Hands-on with networking equipment.
• Knowledge of data centre environments, servers, and network equipment.
• Ticketing system familiarity.
• VoIP expertise (desirable, not required)
• MSP experience (desirable, not required)
• Previous fibre experience (industry or installation)(desirable, not required)
  
  
  

You may not meet every single desired requirement listed under "the right candidate" section . If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

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Benefits

We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that you can access.

• Employee Share Plan-Once an employee at Vorboss, we offer the opportunity to become a share holder in the company*.
• Company pension scheme.
• Bonus scheme.
• 5% of your annual salary to go towards any training course of your choice**.
• 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.
  
  
  

(*Terms & conditions apply- amount possible to buy is capped and contingent on pre-existing variables.)

(**This is capped up to a certain salary).

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.  



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