Have you always wanted to work in tech?
Yes! I’ve always had an interest in computers, even when I was quite young, so it was natural for me to pursue a career within the tech industry. I love the problem solving aspect of many IT roles, especially my current role. It’s exciting when I receive a new case and have to put my investigators hat on.
What does your current role as Senior Helpdesk Analyst involve?
My role as Senior Helpdesk analyst involves dealing with 1st and 2nd line cases that come in from customers via the helpdesk. If a case is unable to be dealt with by the 1st line team, then it will usually be passed over to the 2nd line team where I’ll be on hand to assist with the escalations. I also deal with cases that are passed on to me by my seniors in the 3rd line team.
What’s the biggest challenge you’ve faced so far?
The biggest challenge that I’ve faced so far in this role would be when I dealt with a site migration which involved upgrading 30 users to new workstations and migrating their emails over to Office 365. Whilst this was a challenge, I successfully completed this project within 5 days and would now be confident doing the process in future.
What would your advice be for anyone looking to start a career in tech?
My advice for anyone looking to work in tech would be to apply for an apprenticeship in IT so that you can gain the required skills and get some exposure to the IT world. Apprenticeships are a great way to get hands-on experience and absorb information from mentors who are experts in the industry, making them a good stepping stone into the world of tech. This is what I did as soon as I left college and it started my career in IT, so I couldn’t recommend it enough.
What do you enjoy most about working at Vinters?
There’s lots to like about working at Vinters, but what I enjoy the most is the ability to work with new technologies. As we deal with so many systems, softwares, and hardwares, and support a vast array of clients, each day at Vinters brings new challenges and opportunities. This means that I get to train in new technologies I’ve not had experience in before.
For example, I hadn’t used a Linux server until a year ago and, due to the outstanding training I’ve had at Vinters, I’m now confident with using this system and can apply my new knowledge to relevant cases that come through the helpdesk. It’s refreshing to know that the team and management are on hand to offer this training, helping to fill the shrinking gaps in my own knowledge and broaden my abilities.
What do you see on the horizon for yourself?
My goal is to progress from a 2nd line engineer to a 3rd line engineer role, where I could be dealing with larger site projects and migrations for our customers. This would give me the opportunity to flex my new skills and further assist our customer base.
