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A day in the life of a technical support engineer

A day in the life of a technical support engineer

14th November 2018

JakeHere at Impero we have an excellent support team! They’re on hand to help you with any questions or problems you may be having, but have you ever wondered what a day in the life of a technical support engineer is like? Meet Jake, he is a member of our first line support team. If you ever contact our support team, he is one of the first people you will encounter to help you, but let’s see what a day in the life of a technical support engineer is really like…

The daily routine of a technical support engineer

08:00 – 09:00 – I catch the bus into work and listen to music while I practice my driving theory test questions. I usually get to work around 8:45am where I’ll grab myself a nice hot Mocha and quickly say “good morning” to the marketing team en route.

09:00 – 10:00 – As soon as I sit down, I log on to my computer and the internal Impero system and start answering support emails that have come through out of work hours. I also check the new ticket queue (NTQ) and sign into the CRM.

10:00 – 11:00 – By this time I am normally on a support session with a customer. A support call can last anywhere between five minutes to three hours. Once the issue is resolved for the customer, I end the call and close down the support ticket. Once a week, at this time, I’ll usually have a one-to-one meeting with my line manager to check my performance and discuss any additional support I may need.

11:00 – 12:00 – After this meeting, I check the CRM once again and filter through any new emails, checking for support queries and setting up appointments where necessary. Today, I was asked by our quality assurance team to test a case for them, but usually I would be on a support call. I also thought I would treat myself to a chicken tikka pastry and a cheese and onion slice. Tasty!

12:00 – 13:00 – After my snack I start my first scheduled remote session for the day, as soon as that one’s done, it’s straight onto the next one. What a busy day!

13:00 – 14:00 – Around 1pm I would normally take my lunch and catch up with my colleagues, but today I had a few loose ends I wanted to catch up on. In between phone calls and while things were quieter, I managed to check my virtual machine for a customer support case.

14:00 – 15:00 – Before my scheduled upgrade appointment with a customer, I decided to squeeze in my lunch, since I was getting hungry. For lunch I had a tuna pasta salad, some crisps and a can of pop. I also had some extra time, so I decided to play a game on the PS4 that we have in the office to relax before heading back to work.

15:00 – 16:00 – After my game I came back upstairs to my desk for my next support appointment, which was in regards to troubleshooting. Working with the customer I was able to solve the issue where I then ended the call and closed the ticket. Then it was back to checking the CRM, replying to emails, making calls and carrying out upgrades for the latest version of the software.

16:00 – 17:00 – Towards the end of the day the support calls slowed, so I took the opportunity to catch up on emails and reply to customers with solutions to their problems. Once that was done I turned back to helping the quality assurance team with their testing.

17:00 – 18:00 – At 5pm it’s time to head off to the bus. I grab a lift from my friend in the marketing team to the bus stop and begin my journey home. After my long journey I wind down with some dinner and get ready for some line dancing – Yeehaw!

To find out more about how our wonderful support team can help you, visit our website!

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