A Day in the Life of a Technician!
Here at Comms-Byte, our technicians work very hard every day to take care, supply and maintain a high level of technology so that our customers feel burden free and can focus at ease on their own business.
Today, I’m going to take you behind the scenes to see what one of our technicians, Neil Moran, does on a daily to make sure that our clients benefit from the best of technology.
7:30am to 9.00am
After two snoozes, Neil rises from his bed, showers and grabs some breakfast; a cereal bar and some coffee. The longest part of his morning occurs through the maintenance of his hair. Yes, his hair. After spending fifteen minutes combing and styling his hair, Neil leaves for the office in a thirty to forty-five minute car journey.
9.00am to 1.00pm
Neil’s day usually begins with addressing any issues that would restrict the user from working on their appliances. These can range from problems in the user’s laptop or personal computer, issues with booting up, loss of connections to networks and problems with receiving/sending out emails. The team then reviews the automatic logs for customer’s maintenance/backup and focuses on solving any issues that may have happened the night before. Neil and the team handle these remotely and consistently ensure that these issues are kept to a minimum so that the functionality of the business is not disturbed. Once this has been done, the team shifts their attention to Level 1 support calls, which are not extremely critical but need resolving nonetheless. These problems take time and the team is well trained to handle these throughout the day, as they are prone to happen at any point.
1.00pm to 2.00pm
During lunch, Neil slips out to grab a bite or eats his lunch alongside work, making sure that he never leaves the office unattended. It is extremely vital that someone is present within the office at all times because things can go wrong at any time thus needing immediate attention. Whilst Neil enjoys a triple chocolate truffle with lunch, a lunch meeting is conducted to discuss the progress and plans for the afternoon.
2.00pm to 5.30pm
Neil begins the afternoon with completing any remaining work from before lunch. He then proceeds to make a start on change requests, PR 5 problems and monitors any last minute requests. These include reading up on documentations for software and third party liaisons. This ensures that we can give the customer the right tools to work with and enables them to do their job properly. The main thing to keep in mind, however, is that within this work of field, anything can happen urgently, which would require immediate attention and longer hours – something Neil and the rest of the team are fully dedicated and committed to do.
Neil began work for Comms-Byte in 2012 as a Junior IT Technician and steadily within 3 months, he progressed to the role of a Second-Line Technician, due to his hardworking and diligent attitude. He began his career in IT focusing on first-line support, which is basic technical support through the phone. Today, he regularly visits clients and has become a Senior Technician alongside a Technical Lead on many projects, including server installations and Office 365 migrations. Crucially, he is responsible for the development of internal monitoring tools and working closely with the manager on important projects. With his cheerful attitude and quick thinking, Neil has become a favourite to our clients and a very intelligent technician!