Samarth
As an IT Support Engineer, we interact with our users like a family resolving minute to complex issues without disrupting the normalcy of the business.
What skills do you think you need to do your job?
What skills do you think you need to do your job?
As an IT support engineer, you would need an understanding of ITIL V3 or V4 and as all the companies are Cloud-based, AWS certifications are needed to understand the complex infrastructure of services and systems. This role varies based on the type of company (Finance/ Agriculture/ Service Provider) you work for, on which the skills demand suitable technologies like O365, Microsoft AD, Workspaces, Networking, and AWS services. I do use AWS daily and the kind of exposure it gives to make use of the services they provide, makes me a geek in IT.
What personal attributes or behaviours do you need to do your job?
What personal attributes or behaviours do you need to do your job?
- Compassion – I would say that’s most important as you would need to hear out your customer and their pain points first and then give a resolution according to it. Empathy and sympathy – these are a core values each one of us should have. At the end of the day, we all are humans and need to understand each other, and we need to move together in life and work.
- Team Player – We all need to ask for help from others as we cannot master everything. In IT especially, you need to work with several teams to resolve issues and this quality outplays all the other ones.
- Patience and Motivation – These qualities are required as these bring out results and resolution to any sort of issue.
How did you get to where you are today in your career?
I have a master’s degree in Electronic Engineering and I used to enjoy designing circuits and creating new devices from scratch, but I was not quite happy with that. So, I tried desktop support while I was pursuing my Master's, and when I solved my first case on a MAC device, the amount of happiness I saw on the face of a user made me speechless, I wanted to pursue my career with such happiness by bringing a smile. I started my journey from desktop support to service desk services, completed my certifications in ITIL and AWS solutions architect, and I’m still finding ways to challenge myself with emerging technologies and providing end users a hassle-free experience with a prime motto to keep the users smiling.
