- Company Name
- Sota
- Job Title
- Support Engineer (24x7)
- Job Description
-
Job Title: Support Engineer (24x7)
Role Summary
Deliver second- and third-line technical support across infrastructure, networking, and application layers. Provide 24/7 service, working a 4‑on/4‑off rotation including night shifts, ensuring high customer satisfaction and adherence to SLA/KPI targets.
Expectations
- Perform diagnostics, troubleshoot, and resolve complex issues.
- Manage priority queues and maintain documented resolution paths.
- Operate within a 4‑day on, 4‑day off shift pattern (8:00 am‑8:00 pm, rotating to 8:00 pm‑8:00 am).
- Collaborate with cross‑functional teams and external clients.
Key Responsibilities
- Diagnose and remediate issues on Microsoft OS, M365, Exchange, Hyper‑V/VMware/VonID, Azure/AWS/Google Cloud, background services, and line‑of‑business applications.
- Configure and maintain Active Directory, identity solutions, LAN/WAN, firewalls, VPNs, storage, and end‑user devices.
- Apply patches, updates, and security best practices to maintain compliance.
- Monitor performance, capacity, and health of servers, networks, and storage; react to alerts.
- Participate in disaster recovery exercises and business continuity testing.
- Maintain configuration and incident records in RMM/SIEM platforms.
- Support change management and documentation for all configuration changes.
Required Skills
- Strong troubleshooting and analytical skills across Microsoft, virtualization, cloud, networking, and application domains.
- Knowledgeable in ITIL‑based service management and SLA/KPI governance.
- Experience with incident, problem, and change management.
- Excellent written and verbal communication for coordinating with customers and teams.
- Ability to work independently and within a rotating 24/7 schedule.
Required Education & Certifications
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
- Certifications: Microsoft Certified: (MCSA/MCSE/MCSA), VMware Certified Professional (VCP), Cisco CCNA, CompTIA Network+ and/or Security+.
- Demonstrated experience in an MSP or enterprise IT support environment.
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Sittingbourne, United kingdom
On site
16-02-2026