Support comes first

As a Support Technician for Scenariio, a lot of my work revolves around helping to ensure the smooth running of networks for our customers and helping our project managers to use technology that will last the test of time as part of their day to day use of the Network. I then need to diagnose and get the issue solved to get their services operating again as soon as possible.  

We’ve also recently reorganised how we perform preventative maintenance as well which has proved invaluable to keeping on top of issues before they cause problems. I’ve been working on a system that logs our visits and flags dates for audits, inspections and surveys, regardless of a support call being opened with us. Being this proactive involves spotting issues early and booking the work before they cause a drop in the system. Knowing where to look, for signs of something that, as yet, has not failed but is likely to cause future issues, further call outs, replacement of expensive equipment, where if caught in time a simple replacement cable or zip tie would save the whole network. I feel like I am still developing this skill and working with my colleagues at Scenariio has been the backbone of that development. Overall this helps to make sure our intelligent infrastructure stays up and running, as well as keep us accountable to its longevity and use our time more efficiently on discovering new technologies we can integrate with our existing work. 

Tickets that come up have also been processed and recorded through our new in house ticketing system, much of which I have had a hand in the development of. This has meant that we have a clear idea of how quickly an expected turn around on an issue is, as well as recording known ways to fix previously occurring issues. This is helping ups to build a knowledge base of information, reducing our response times and, in turn, expended man hours to reach a solution. This has become a steep learning curve for me personally, developing the knowledge and wisdom of where to look first for the mostly likely point of failure and being prepared, having the equipment and a small stock of replacement parts with me at all times, to get sites back online quickly. The recorded information has been key to knowing what I need to complete a repair. 

I find my role has become more and more about the ability to hold a highly technical dialogue with customers, talking to them at a level to keep them comfortably “in the loop” with the work taking place and making sure that the issues solved cause as little disruption as possible through the process. Much of this revolves around making sure that we’re talking on the same level and using a level of technical language that our customers are happy with, keeping the focus on the issue at hand and being able to translate the issue back to the system in an appropriate manner. 

I also work closely with our engineers, supporting them as well as our customers to ensure that all the equipment that we install is configured correctly and fit to the required purpose. This often involves in depth surveys and audits of sites to identify the best possible solution. From mobile phone signal issues to remote network solutions requiring wireless bridges to bring connectivity to areas unreachable with cables, smart cameras for identification and detection to secure a site or even just ensuring that there are enough cabinet bolts for a job, I feel very involved in ensuring the success of a project and bringing technical insights to enhance the results. 

This work has lead to happy clients who trust our input to their networks and know that when we suggest something, it’s coming from a company with expertise and experience in their installation. Keeping that relationship alive and the conversation flowing to make sure that all sites stay online all the time and are able to streamline their data use across their network.