At Netstar you can always be sure that you will receive a personalised and tailored service. Our team and their expertise is what makes Netstar. Each month we will be shining the spotlight on a different team member in our ‘Day in the Life of’ feature.
This month it’s a member of our Change and Request team, Marc – Field Engineer.
If you have a particular question you’d like our staff to answer in the next spotlight please contact us.
Describe your job, what does a Field Engineer typically do on a daily basis?
My job as a Netstar Field Engineer is diverse meaning my time is divided between our clients’ sites and on the helpdesk at our London office providing IT support.
Whereabouts do you sit within your organisation? Who do you report to and what are your responsibilities?
If I’m providing IT support on the helpdesk, I report to Sarah who is the Team Lead for the “Change and Request” team. During projects I also work with Ian, the Project Manager.
My key responsibilities are to provide great customer service to all clients, resolve issues both remotely and onsite.
What kind of skills do you need to be effective in your role?
Other than extensive technical knowledge you need a good charismatic personality as working face to face with the clients means you are the image of your company.
What kind of goals do you have? What metrics do you use in-house to measure performance?
My main goal on a day-to-day basis is to ensure that our clients are happy and their IT is working how it should.
I also strive to have a long list of unpronounceable letters after my name in the form of qualifications!
We have a large amount of information that measures our performance, from basic helpdesk stats to call logs, weekly meetings and also personal development reviews
What are your favourite tools to get the job done?
Using professional IT support tools like Labtech with the incredibly powerful ticket system ConnectWise, means we can get the job done faster with less downtime to the end user.
Why did you choose to work at Netstar? What do you love about your job?
The level of professionalism at Netstar is beyond anything that I have seen from any previous companies, along with that the friendly atmosphere in the office, means that we work as a team to get the job done fast.
Also they have a fridge full of drinks.
How did you get started in your industry?
I was lucky enough to get into the IT industry as an apprentice working in first line call support, I then quickly took on a role as a first/second line engineer.
What's your favourite piece of tech or gadget?
I don’t have a favourite as I love all technology but currently enjoying my Wii U, and Samsung Galaxy S4.
If you would like to find out more about how Netstar can benefit your company, get in touch with our London IT support team. Give us a call or make an online enquiry today.