A Day in the Life of an IT Support Engineer
When Monday morning rolls around, we all have our very own ‘beginning of the week’ routine – and the IT support services team at Acronyms is no different. A typical IT support engineer at Acronyms has years of experience and expertise under their belt and when the clock strikes 8 am you’ll find any one of them hard at work.
We have locations across England’s Southwest, with both onsite and remote employees. With offices located in Plymouth, Bristol and Cornwall, our team makes their way into work for the day ahead. After making the morning rounds, which usually involves a few weekend anecdotes and the ritual boiling of the office kettle for a fresh mug of coffee or tea (or two), we power up our hardware and get to work.
The working day begins.
The working day starts as our monitoring screens spring into life a little before 8am. These screens surround the IT support desk and share valuable information such as the status of customer’s hardware, any customers waiting in the telephone queue and anything urgent warning messages that need to be addressed. These should all be clear in the morning, with on-call engineers resolving any issues for clients that have 24/7 IT support contracts.
As this data pours into the office, our own infrastructure and servers are checked and serviced to ensure smooth operations for both our own team and our clients. From here the phones will start to ring and emails will drop into our ticketing system as IT support engineers effortlessly begin answering enquiries and logging jobs for a variety of different issues and enquiries. Unruly printers, unstable internet connections, and other IT issues abound – just another day in the Acronyms office.
One of our original employees from when Acronyms were first founded, David Parker now heads our Technical Support Desk. He’s responsible for ensuring our clients are happy and receiving the help they need from our technical support team. The team’s goal is to cause as little disruption to our client’s busy days by getting them up and running as soon as possible. Whether a phone call or an email, all requests are logged via a ticket so we can ensure nothing gets missed, and the issue is resolved in its entirety. Whilst we see issues of all different types, with a range in severity, our aim is always to resolve the issue where possible there and then. Where it can be avoided, we don’t want our customers sitting around waiting for IT support.
Onsite and remote support with an IT support engineer.
Some issues require onsite visits, whereas others can be resolved remotely. Members of the Acronyms team filter in and out, going about their day. The phones are ringing and fingers are tip-tapping upon keyboards at an alarming speed. A crashed server here and a technical enquiry over there; another client is calling with internet connectivity issues, while another has questions about our cloud services. The office is alive with hustle and bustle. Every day is different at Acronyms – we can never predict what tasks will come in each day, or what calls or emails we will receive.
At the end of the day.
At 6.30 pm our phone lines close. The tapping of fingers on keyboards slowly eases and various members of our team reward themselves with a long stretch. As we finish off various admin notes and schedule future jobs, the team makes sure everything has been signed off properly and they are satisfied with the work they’ve completed. It’s not uncommon to see an engineer stay on a little longer , just to make sure our clients are satisfied and their tech is running smoothly.
Chatting amongst ourselves, the team filters out for the commute home. Silence befalls the office – for now! The team will be back tomorrow for another busy day.
Expert IT Support Engineers: IT Management Services with Acronyms.
The team at Acronyms offers a range of different IT management services for you and your team. From internet connectivity issues to cloud management, Acronyms is a leading managed IT support service in England’s Southwest, delivering efficient, cost-effective solutions to your business. Our team of expert and knowledgeable IT support engineers have decades of experience with digital assets and infrastructure.
We specialise in delivering hassle-free digital solutions to businesses and organisations in the Southwest and offer some of the best IT support Plymouth and the surrounding areas have to offer. If you have any questions about our services or are ready to book a consultation, then please contact us today.