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Employer Description

Sota Solutions is a market-leading IT solutions provider, specialising in platform hosting, network infrastructure, data centre and business continuity services for small, medium and large enterprises, public sector organisations, as well as other service providers.

Established for 30 years and with a £6M turnover and strong balance sheet, the company’s facilities include two data centres, a disaster recovery suite, a network operations centre, located in a highly secure twenty-five-acre science park campus in Kent. Sota has a record of sustained growth and is currently experiencing further rapid expansion. Sota is predominantly focused on Microsoft technologies, as well as industry leading providers of Routers, Switches, Firewalls and Wireless Technologies, Printers, Desktops and Servers and Telephony and Connectivity services.

Job Details:

The role provides 1st & 2nd Level Service Desk / Remote Support, basic maintenance and low complexity system builds / installation across

The Sota Solutions portfolio of services. The role will shadow existing permanent resource, throughout the learning cycle, until either the end of the learning programme or until they are ready to move up in competency based level. Aside from on-going developmental support, the role may be seen as equivalent to the Service Desk Analyst role in all other respects, depending on the individual’s on-going attainment.

Key Responsibilities:

  • Initially the Apprentice Service Desk Analyst will be required to do a significant amount of shadowing of other more established engineers. This will allow for the candidate to build in confidence and gain a better understanding of Sota's services and products and how its customers are supported.
  • As the candidate grows into the role they will be required, with the appropriate support, to carry out a wide range of 1st & 2nd level problem/request management and resolution activity, against prescribed service levels and across multiple hardware and software technologies.
  • To take calls from Customers and log tickets into the Sota Service Desk Management Tool.
  • To ensure all problems are progressed in line with Sota best practice.
  • To appropriately identify and prioritise customer problems/requests to ensure that Sota maintains high levels of customer satisfaction.
  • To provide basic engineering support in respect of the build, configuration and deployment of new systems into production to support both new business and existing service contracts.
  • Ensure that agreed escalation procedures are complied with in a timely and appropriate fashion.
  • To continuously strive to improve the efficiency and quality of the service.
  • To ensure compliance with all policies, processes and procedures mandated by the company.

Job Requirements:

  • Demonstrates good inter-personal and communications skills.
  • Well organised and practical, with a logical, analytical approach to problem solving.
  • Pays careful, close attention to detail.
  • Demonstrates a passion for IT,
  • Has an appreciation of what may be involved in supporting and installing IT hardware and software solutions and is keen to develop
  • IT skills and capabilities.

Benefits & Future Prospects:

  • An attractive salary above the national minimum wage.
  • Enrolment into the employee benefits scheme after 3 months completed service.
  • Build a rewarding career within the IT industry.
  • Be part of a growing team.
  • Work for an organisation that supports apprenticeships.
  • Work in a campus environment, with great benefits (e.g on-site free to use swimming pool)

Additional Information:

  • Working hours, Monday to Friday 8:45 – 17:15
  • £10,000 per annum depending on skillset & experience

Important Information

“QA’s apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce.”

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