A day in the life of our Technical Support Manager

Steve Sutcliffe
By Steve Sutcliffe
We might make it look easy, but in reality our tech support team works very hard to keep our customers’ IT networks secure and in tip top condition.
A day in the life of our Technical Support Manager

On call 24 hours a day, seven days a week, 365 days a year, they offer support in a range of different areas, which means that in reality there’s no such thing as a ‘typical’ working day. That said, we thought you might find it useful to get a glimpse into a working day in the life of Technical Support Manager, Mohammed Shah, to give you an idea of the support you can expect as a Dynamic Networks customer.

My day usually starts at around 5am, when my little boy wakes up. Once he’s up, dressed and fed, my working day – provided there have been no out of hours support calls – involves getting to the office for 8am, when our helpdesk opens, where my first job is to run through any live jobs and keep customers updated on progress.

The chances are I’ll also receive a few support calls over the course of a typical morning, which means I’ll be busy troubleshooting network queries. These are often linked to helping customers get the right balance between keeping viruses out and letting the right web and email traffic into their organisation.

If I get chance over lunchtime, I’ll usually try and do some reading – I’m currently studying towards Microsoft Certified Solutions Associate (MCSA) certification – and then my afternoon is either spent in the office or out visiting a customer on site. Often, that’s a new customer, in which case my job is to assess their current IT network configuration and lead a handover meeting to get the information I need to add their systems to our portal and make sure the transition goes without a hitch.

If I’m in the office all day, then part of my afternoon is usually dedicated to staying ahead of the latest trends to help our customers do the same; reading up on developments in technology to identify where we can incorporate them into our business – and customers’ businesses - to help their IT systems run even more smoothly.

Although we provide 24/7 support, our office helpdesk closes at 6pm, which is when I finish for the day and head for home in time to see my wife and son.  

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