- case studies
Wednesday 19 December 2018
When he is not problem solving or helping clients with IT support, technical administrator, Daniel Wallace, has a passion for life in the fast lane. Aged 26, he is a motorcycling fanatic and enjoys nothing better than taking his Suzuki GSXR750 to the Isle of Man with friends.
My background has always been in tech. Upon leaving school I undertook an apprenticeship in advanced diploma in ICT systems and principles for IT professionals.
I worked in a technical support position for two companies before I joined Activ Technology in 2013. I have progressed from technical support to technical engineer and my current position is technical administrator.
The role is very varied and that is why I enjoy it. I work with a team of nine people and get involved in anything from server projects to external client support.
What do I enjoy most about my role?
Visiting customers and building a strong relationship with them, is my favourite aspect of the job.
Within my day-to-day role I can be involved in anything from answering calls and queries on the IT help desk, to assisting a client with internal or external technical issues. I provide support in various ways, whether it is in person, over the phone or on the computer.
Patience is most certainly a virtue in my role, you need to be able to empathise with a customer when they are frustrated with an IT issue. You need to possess strong technical skills, know your products inside out and be a good problem-solver. One of the biggest challenges we face are deadlines and timescales. We live in a technology-based world, so, if a computer goes down, you really want to be able to solve the problem instantly. Nobody wants to hear the news that their PC or laptop is going to be taken away.
To help me further progress my career, I am now studying for an MCSA (Microsoft Certified Solutions Associate) certification in Windows Server 2016 and, having passed one exam, I have two more to complete.
The company is very supportive of personal learning and, in the future, I would like to progress to the role of consultant. I am looking forward to seeing what I can achieve in 2019.