1st Line Software Support

4 weeks ago

Sittingbourne Kent, United Kingdom QA Ltd Full time

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 over 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. As part of your IT Apprenticeship role you will provide 1st and 2nd Level Service Desk / Remote Support, basic maintenance and low complexity system builds / installation across the Sota Solutions portfolio of services.
You will shadow existing permanent members of the team, throughout the learning cycle, until either the end of their programme or until they are ready to move on.
Aside from on-going developmental support, your role may be perceived as the equivalent of a Service Desk Analyst or Service Delivery Engineer roles in all other respects, depending on the individuals on-going attainment.
Carry out a wide range of 1st and 2nd level problem/request management and resolution activity, against prescribed service levels and across multiple hardware and software technologies 
Manage calls from customers and log tickets into the Sota Service Desk Management Tool 
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 
Continuously strive to improve the efficiency and quality of the service 
Ensure compliance with all policies, processes and procedures mandated by the company 
Personal qualities: 

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
GCSE Maths and English (or equivalents) at grades 3+ (D or above)
~ You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. For more information, please visit the UK ENIC website. 
5 hours, Monday to Friday, 8:45am - 5:15pm.
Pension
Life Assurance
90% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 
With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 

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