IT Support North Wales is managed by the Red Team at Pro-Networks.
No two days are the same but here’s a flavour of a typical ‘Day in the Life’ of an IT Support engineer……..
08:00 As a Pro-Networks engineer managing IT Support North Wales is my patch and I’m often out and about. My first visit today is a scheduled installation of new computers at a customer’s premises. This customer has a small in-house IT team and we work alongside them to offer additional resource at key times such as during the holiday period. They also call us in for specific tasks and to get our heads together if they hit a particularly thorny issue. I really do feel I’m part of their team. Because I know their set up inside out and because we’ve prepped well in advance all goes smoothly.
10:30 With impeccable timing, as I’m finishing my cuppa (it would be rude to refuse!) I take a call from my colleague back at base – one of our IT Support North Wales customers has a business critical server issue. So one short detour later I’m with the customer. In contrast to my first visit this customer outsources all of their IT requirements to us. Working with my colleagues back at HQ I’m able to fix the problem and the customer is back up and running. It may not be life and death exactly, but to be honest IT is the lifeblood of my customers’ businesses so ensuring I can get them working again as fast as possible is critical. But I know what I’m doing. I don’t want to blow my own trumpet but like all my colleagues I’m Microsoft trained and accredited and Pro-Networks is a Microsoft Partner. So I’m confident we’ll resolve the issues quickly and effectively. Job done!
13:30 Grab a quick sandwich, and then I head back to HQ and I’m straight into the thick of it answering calls on our Helpdesk. We don’t employ a call reception team. At Pro-Networks it’s us engineers who answer the calls and our customers like the fact that they get straight through to one of us. I work really closely with a number of North Wales clients who I’ve never met face to face (over 97% of all our service calls are resolved over the phone) but I’m still able to build up a good working relationship with them. With remote access software I can get to grips with their issues with the minimum of fuss.
17:00 Time to prep myself for an assessment meeting at a potential new customer’s office tomorrow. We’re carrying out Stage 1 of our Consider IT assessment – our evaluation of existing equipment, network, processes and issues so we can plan a bespoke solution for the customer.
18:00 So that’s work over for the day. I always get a massive feeling of satisfaction knowing that I’ve solved problems and kept my customers’ businesses up and running. It’s time to leave the office – I’m North Wales born and bred myself, so I head back home to Prestatyn.
What our IT Support North Wales customers say about us
You have excellent technical knowledge as a collective, great response times also. For our company Pro-Networks offer a welcomed second line of support, very handy to have at the end of a phone line.
Celtest Limited, Llandegai, Bangor
For more information about our Regional IT Support please also see the following pages: