IT Engineer (1st Line) - Bristol

The Response IT 1st Line Engineer will be the first point of contact for users experiencing technical issues within a Managed Service Provider (MSP) environment. Handling basic troubleshooting, including hardware, software, login problems, and connectivity issues. Tasks include taking calls, logging support tickets and escalating more complex issues to 2nd or 3rd line teams. The role requires experience across cloud platforms, endpoint management, networking, and MSP toolsets, with a focus on service quality, documentation, and continual improvement. Strong communication skills and a customer-focused mindset are essential., * Taking calls and logging support tickets for users experiencing technical issues

• 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.
• Help diagnose and resolve networking issues including LAN, WAN, Wi-Fi, 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 2nd/3rd line engineers and internal teams to resolve technical challenges.
• Communicate clearly and professionally with clients and internal stakeholders.
• 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 successful candidate must have a minimum of 2 years’ experience in the following areas:

• Working within a Managed Service Provider (MSP) environment
• Cloud technologies, including:
• Microsoft 365
• Azure
• Intune
• ConnectWise or similar PSA platforms
• RMM tools for monitoring and remote support
• Networking technologies (TCP/IP, VLANs, VPNs)
• IT Glue for documentation and knowledge management, * AZ 900 - Microsoft Azure Fundamentals
• MS 900 - Microsoft 365 Fundamentals
• CompTIA A+
• MacOS support experience in a business environment
• Technical documentation and knowledge base creation experience
• Degree educated or equivalent work experience
• Knowledge of CRM/ERPs like Oracle/Salesforce
• Passion for technology and the desire to develop skill set, * Strong customer service, 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

• Competitive salary based on experience
• Range of company benefits, including performance-based bonus
• Training and certification support
• Progression opportunities
• Flexible working options (Based on Business needs)
• Supportive and collaborative team environment, * Employee Share Plan - once an employee at Vorboss, we offer the opportunity to become a shareholder in the company.
• 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.

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

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. #J-18808-Ljbffr

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. 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 to provide a supportive workplace based on respect and trust.