1 - Hi Tania. Firstly, tell us a little bit about yourself.
I am a student who is completing my studies in Computer Science (Network) alongside working for Reach. I have spent the last 5 years developing and learning new technical skills and now since the past year have had the chance to enhance those skills by working in an IT working environment.
2 - Tell us about your role at Reach.
I started working last summer (2018) after completing my degree as 1st line Technical Support. The first 3 months I was working beside team members and learning how our system works and how the company runs. I now work independently providing customers and our sales team with all aspects of technical support. That would also include acting as the primary interface to customers mainly via ticketing systems.
3 - What does your typical day include?
A typical day includes monitoring all servers on the system to make sure everything is running smoothly and connected so that customers face no issues. My day requires checking and answering customer’s queries/issues to make sure all customers are satisfied with the services provided. If necessary, to speed up customers queries I usually chase up suppliers via Skype. Overall,
my role requires me to keep an eye out on the system, provide technical support to customers and to make sure everything is backed up to prevent any future issues.
4 - What do you enjoy most about working at Reach?
The flexibility to work around my hours so I can further continue to study. I can work weekends and start work during the late morning, rather than earlier on. This gives me time to work 40hours a week in IT, attend lectures and complete coursework in the evenings without being worried about an early start. It is wonderful when your boss supports your career and understands how working in a live IT environment can boost your knowledge whilst allowing me to further extend my education.
5 - If you weren’t our Technical Support Exec, what would you want to be
There would be nothing else that I would want to start off my career with. I believe my role of Technical Support Exec puts everything I have learnt in my degree into a working practice environment. Understanding the fundamentals of IT is the start of my career.
6 - Finally, SMS related, what was the last text that you received?
A testing message for a client, which I had sent from the Reach Website to myself to check if a SenderID sent without any issues.