Job Specifications
Do you love IT? Is there no problem you don't like to solve? At Sota Solutions, people are at the heart of what we do and we genuinely believe in the services we deliver for our customers.
About the Company
We blend technology into managed solutions support, cloud, security, connectivity, voice, and more delivered with a personal, customer‑first approach. If you thrive in collaborative, respectful, and trusting environments where courage to challenge and innovate is celebrated, you’ll feel at home here.
About the Role
You'll be responsible for handling second and third line support requests, delivering brilliant customer experience through troubleshooting and configuration changes.
You'll need deep technical expertise, strong problem-solving skills, and the ability to work collaboratively across departments to ensure exceptional customer experiences.
This is a 24/7 engineering role, and you will be required to work a rotating shift pattern that includes night shifts. The pattern operates on a cycle of 4 days on, followed by 4 days off. Day shifts run from 8:00am to 8:00pm, and every 5th rotation will consist of night shifts, working from 8:00pm to 8:00am.
You'll deliver exceptional customer experience by:
Diagnosing and resolving technical issues across infrastructure, networking, and application layers.
Communicating effectively with customers to manage expectations and provide updates.
Collaborating with internal teams to ensure timely resolution of customer issues.
Prioritising customer support requests to ensure that Sota maintains high levels of customer satisfaction and, where applicable, achieves its contracted SLA and KPI performance targets.
Deliver technical support by performing troubleshooting and configuration of:
Microsoft technologies (Windows Operating Systems, Microsoft 365, Exchange, etc.)
Virtualisation technologies (Hyper-V, VMware, Citrix)
Cloud platforms (Azure, AWS, Google Cloud)
AI and automation tools
Active Directory and identity management
Networking (LAN/WAN, firewalls, VPNs, routing/switching)
Hardware (servers, storage, end-user devices)
Application support (line-of-business apps, SaaS platforms)
Backup and cybersecurity solutions
Ensuring continuous service to our customers through:
Managing patching and updates across servers, endpoints, and network devices to maintain security and compliance.
Capacity & performance management, monitoring and optimising system performance, storage, and network capacity.
Participating in Disaster recovery & business continuity scenarios and tests.
Monitoring & incident response, configure and maintain monitoring tools (RMM, SIEM), respond to alerts, and perform root cause analysis.
Experience and Qualifications
Experience in an MSP or enterprise IT environment.
Significant knowledge of Microsoft Operating Systems, virtualisation technologies (Hyper-V/VMware), networking, common applications and hardware.
Strong understanding of ITIL principles and service management best practices.
Relevant certifications (e.g., Microsoft Certifications, VMware VCP, CCNA, CompTIA Network+/Security+).
Proven track record of resolving complex technical issues.
Pay & Benefits
Up to £40,000 based on experience and skills
31 days holiday (pro-rata) including bank holidays
Cash plan medical cover
LinkedIn Learning Training Subscription
A fantastic working environment
Equal Opportunity Statement
We are committed to having a workplace where every individual feels valued, respected, and empowered to thrive.
We believe that diversity of background, identity, experience, and thought strengthens Sota and enables us to better serve our colleagues, customers, and communities. We strive to provide equal opportunities in all aspects of employment ensuring decisions are made fairly, transparently, and without discrimination of any kind.
About the Company
Sota is one of the UK's leading independent providers of professional IT managed services. We have embraced the challenge of the new era of digital transformation, investing in people, knowledge, and specialist technical facilities to establish independent cloud platforms, hosted in our own datacentres. Our platforms form the building blocks of the modern workplace, powering a new generation of managed services for IT support, cloud computing, cyber resilience, connectivity, and unified communications.
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