A day in the life of a Service Desk Engineer: Kieran

February 11th, 2016 - Category - Newsletters

Our engineers are dedicated to providing you with a personalised service. With this in mind, we thought it would be a good idea for you to get to know some of them! This month it’s Service Engineer Kieran George’s turn to step into the spotlight!

kieran george netstarDescribe your job, what does a Service Engineer typically do on a daily basis?

I am a member of the reactive team, which generally involves responding to, and carrying out, client requests. This also involves responding to troubleshooting queries, and emergency situations.

It can be things as simple as a new account needing to be created, through to setting up a virtual private network (VPN), helping users with remote access, or figuring out why someone can’t print.

I enjoy the variety that my role provides, and the opportunities to speak to a wide range of people.

Who do you report to and what are your responsibilities?

I report to the IT Operations Manager (George). I am responsible for answering phones, responding to tickets that clients submit, and resolving problems and requests that our clients have.

What kind of skills do you need to be effective in your role?

It is important to be meticulous, double check things and ensure accuracy at all times. A keen eye can save time later on, and all that time adds up! Good phone manner and people skills go a long way, as well as the ability to listen carefully.

What kind of goals do you have? What metrics do you use in-house to measure performance?

We frequently look at our stats such as call answer time, tickets resolved, resolution time, first time fix rate, and all engineers are measured against targets which relate to these stats. All engineers are on career development plans, and my plan is to gain a Microsoft certification.

What are your favourite tools to get the job done?

The software tools available to us, like Labtech, are amazing. We use ConnectWise as our ticketing system and it is excellent for the job. Everything is in one place, and ConnectWise links with so many other tools, including Labtech, that it is perfect for the job. We’re able to remotely carry out maintenance on clients’ PCs or servers, keeping them up to date and protected. This means we can get the job done without stopping customers from working.

Why did you choose to work for Netstar? What do you love about your job?

The company vibe is brilliant and the benefits are amazing. It’s a close knit bunch, and the social connections I’ve made have been excellent. There’s never a shortage of social events. Once a month we usually go out as a company, and we have annual team building trips away. There’s also free food, gym membership and healthcare.

What’s your favourite piece of tech or gadget?

My favourite piece of tech at the moment is the Chromecast, it basically turns a normal television into a smart TV.

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