IT support team

Having a technical and mechanical mindset, a career in the IT industry was always the one for me. Offering a constant opportunity to learn, and adapt ever-changing solutions to problems, the variety and unpredictable nature of the industry absolutely suited my personality to a tee.  
 
Having now worked in the IT industry for over 16 years, this is as true today as when I began working as a support engineer apprentice for a small business in Gloucestershire in 2004. Whilst my role as an IT support provider within soVision IT is a far cry from where my career started, and the challenges have gone from resolving faults for users to finding holistic solutions for businesses, the joy of the challenge and the constantly changing technology remains. 
 
Whilst spare time is a rare commodity with a family, (too) much of it is spent with another love, the four-wheeled kind. Ever problematic, cars and engines are an area where I have an opportunity to exercise a totally different set of skills to those required in the office but use the same problem-solving mentality. When looking for some time to relax, coarse fishing or walking is a great opportunity to hit refresh! 

I joined soVision in October 2020, and since arriving here, I have found it a great place to work, with a really enjoyable camaraderie.

When I joined the IT support team at soVision IT, I set my stall out to improve our customer service and communication within the Support Team. With certain methods and tweaks, I believe we now offer a friendly, but professional service to our customers, which is reflected with our fantastic Net Promoter Score and customer feedback. It is also vital that I encourage our support team to work smarter, not harder, and with the help of our Technical Director, Justin, we now have some great systems in-house to help us achieve this.

Outside of work, I have a wife and two young children who are six and four, which takes up most of my time. Other interests, I love my football – unfortunately a big Bristol Rovers fan – this less said about this the better at the moment, love a bit of DIY, and enjoy meeting up with friends socially.

I have been working for soVision IT Since September of 2017 and prior to that from 2012 to 2015. I am the friendly-faced engineer that spends a lot of time ‘in the field’ - face to face with our clients at their offices.

As a field engineer within the IT support team, I can be dealing with any number of issues and requests while out at a client’s office. This requires a high degree of general IT knowledge – software, hardware, server, and peripheral, a degree of flexibility, and knowing how to speak to clients at any level within an organisation. Resolving issues in a fast and professional manner gives me a great sense of satisfaction and knowing that the client has had a great experience and resolution to their issue is very rewarding.

Being a father of 2 young children keeps me on my toes when outside of work, but when I do get some spare time, I like to ‘tinker’ with computers, usually fixing them for people. I love nature and often go bird watching. I even find time to run a couple of computer gaming and voice chat servers that have a large membership.

I have been with soVision IT for over 10 years where I have handled multiple account management projects while working with internal teams to offer our customers the best possible experience. I have been listening to my client's needs for the past 10 years and have helped them figure out ways to achieve their objectives.

As an account manager within the IT support team, I liaise between networks and my accounts, but I also share my expertise by making them aware of other services and products.

I am a family man and in my free time, I really enjoy cooking, especially French dishes as having grown up in France

My favourite part about working at soVision IT is the opportunity to work with such incredible people within the company and those I support. With no two days being the same, it keeps me on my toes allowing me to adapt to any situation thrown my way. They have allowed me to focus on developing my skill set to exceed in my position within the Professional Services team and to work with companies to implement new systems to better their work lives.

Having been exposed to IT infrastructures from the UK’s largest IP firms to small-town offices, I have been able to accumulate invaluable knowledge of both backend and customer-facing equipment with also user interactions allowing me to appreciate the impact of updating their IT systems best fit for any company.

In my free time, I like listening to music, watching movies and cooking.

I have studied IT since 2014 and started working at soVision IT in 2017 and have since then completed an IT engineer apprenticeship and I am now a member of the IT support team on the helpdesk.

My job role includes logging and resolving customer tickets via our ticketing system and email and phone, proactively going through and fixing the alerts in our monitoring platform, monitoring customer backups, and also setting up new customer equipment. I enjoy taking computers apart\rebuilding them, keeping up to date with the latest hardware and tech, and also visiting and working on the customers' sites.

My interests and hobbies outside of work include football, cars, and other sports such as Formula 1 and snooker.

Learning and understanding innovative technology has always been my passion. Information technology requires constant upskilling as it's such a fast-paced industry. If you're not moving forwards you’re moving backwards.

At the age of six, I received my first computer a ZX Spectrum in 1982. Since then I have been fascinated with technology. Being the son of an engineer, I had access to Personal Computers as they were then called, starting with MS-DOS - the precursor to the operating systems we use today. Technology has changed massively since I first hit enter on a keyboard.

Computing power has doubled every two years in line with Moore's law. We now use computing power in every facet of day-to-day life. Yet, in my downtime, you’ll find me reading a book, not an e-reader in sight. Although downtime is hard to find with a large family, I still find time to watch the pinnacle of motorsport - Formula 1. At home, the kids use technology all the time as it's second nature to them and they expect things to just work. I’m sure it won't be long until they are teaching me how to simplify everyday life.

Technology empowers me in every facet of my life as an IT support provider.