MiWe have a great technical team here at TechQuarters, and every IT Support Field Engineer is always looking to help out our customers. Their priorities include saving customers time and removing their IT stress. It’s so frustrating for a business to see technology do the opposite of what it’s supposed to do, we get that! Our job is to ensure it happens less or doesn’t happen at all and is dealt with as quickly as possible.
One of the many things that make our service great is we make sure there’s continuity of service. We have engineers assigned to different locations, so you have familiar faces coming into your offices who are confident with your infrastructure and understand your business priorities.
Our first line engineers, who I spoke about previously in this blog, are great at dealing with lower priority calls and common IT Issues. However today I will be delving the life of an IT Support Field Engineer, who go onsite with customers, and how they can help your business. We asked Waqas – an IT Support Field Engineer who’s been here for four years – about his experience. He started off as a first liner, then with his motivation and drive he progressed to third line field support engineer – which is fantastic.
How does the process work?
“We have our first line engineers who fix issues remotely via the phone, however if they can’t fix something they escalate the case to me. I then access the case history in our call logging system, so I’m up to date on the issue which saves time. We all make sure everything is logged in the system so we can see previous fixes from 6 months ago or even a year ago. Having a full history of all our customer issues is very helpful. Our management team also has access to this information, so they can see if we’re in constant communication with our customers.”
How useful is the call logging system you’re currently using? – “Ever since we started using it, it’s really sped up our processes. We have everything in the system and can even access customer infrastructure diagrams. Our management can see which engineer is dealing with what case, how long it’s taken to resolve and customer feedback which is very helpful.”
How long does it take for an IT Support Field Engineer to fix an issue? “The fix depends on the severity of the technical issue. Majority fixes take less than a day and some take a few days, but we have to make sure to fix things as quickly as possible because we understand how frustrating it is when something is not working and the disruption it causes.”
“It’s also a priority for field engineers, like myself, to make sure all customers are left happy. We have to make sure we fix things not just quickly but efficiently. The last thing we need is being called out to the site twice because a process wasn’t followed correctly.”
Do you think being based in the centre of London helps? – ‘Yes, definitely I find it easier to get to our customers especially for an emergency fix”.
What do you enjoy most about meeting customers?
“It’s great finally putting a face to the name and building relationships with them, because then they trust us to sort their IT! It’s nice hearing positive feedback from our customers, it means I’m doing my job right and so visiting their offices occasionally is always nice”
Is it beneficial from an IT perspective visiting their offices? – “Yes, actually seeing what their offices look like and what their internal processes are is very helpful because I get to understand the customer in more detail. I understand their roles, their pains, so when they are calling up, I know exactly what they are talking about and how important it is”.
How important is the communication online? ‘’We also communicate with our customers and the helpdesk back at the office through Microsoft Teams so we can always pop over a quick question or ask for any updates.”
What makes TechQuarters stand out?
“I guess what makes us stand out is that we have quarterly reviews. As an IT Support Field Engineer with TechQuarters I’m always being assessed on my speed, delivery and customer service when fixing IT issues. If I’m always out and about, the team barely see me in the office so It’s nice having people in the team recognise my hard work and tell me areas of improvement’’.
‘’We also make sure our customers always fill out feedback. This means we know how we are doing. This allows us to improve our methods and help their customers as best we can.”
“We also have training from Microsoft and from our internal Cloud Architects on new features that have come out, which is great as we’re always on top of the new trends and getting trained by the best.”
Get In Touch
So that is what goes on in the day of an IT Support Field Engineer! Not the easiest job in the world but very satisfying and brings value to many businesses struggling with their IT. If you’re interested in learning more about our Full Support IT and how it can benefit your business, get in touch.