Alex

How would you describe your role?

My role is all about numbers, numbers, numbers! As the Finance Manager, I’m at the heart of the financial workings of the organisation, ensuring everything adds up and aligns with our goals.

What are your main responsibilities?

I’m responsible for looking after the financial health of the business. This includes keeping the management team and board up to date with our financial position, making sure we’re on track, and planning for the future. It’s a mix of strategic oversight and day-to-day management that keeps everything running smoothly.

What are the most important skills in your role?

To succeed in my role, you need to be able to juggle multiple priorities—there’s always something competing for attention! Problem-solving is a must because things don’t always go as planned. Attention to detail is critical when working with financial data, and strong Excel skills are a lifesaver for creating and analysing reports.

What does a typical day look like for you?

No two days are the same, which keeps things interesting! I spend a lot of time supporting my team with their tasks and relying on them to help me with mine. My day often involves extracting data and reports for various teams, planning ahead, fixing issues as they arise, and attending meetings. It’s all about keeping the gears turning behind the scenes.

What kind of tasks do you handle on a daily, weekly, and monthly basis?

The highlight of my month is preparing financial reports. Everything I do throughout the month builds up to this. Daily, I might focus on data management, supporting my team, and problem-solving. Weekly, it’s about reviewing progress and ensuring we’re on track. Monthly, it’s all about delivering those comprehensive financial reports that help the business stay informed and forward-looking.

How did you get started in your role and/or IT?

My journey started in chartered accounting firms, where I worked for several years. After that, I spent nine years as an accountant for Ngāi Tahu Tourism, which was an incredible experience. However, in 2020, after a COVID-related restructure, I found myself at a crossroads. That’s when I joined The I.T. Team. I’ll admit IT was a completely new world for me, but I was up for the challenge—and I’ve never looked back.

What do you enjoy most about your role?

The people I work with are the best part of my job. We work hard, but we also know how to have fun, and there’s a real sense of camaraderie here. I also appreciate the flexibility—being able to work from home when I need to makes a big difference.

Are there any challenges in your role?

Balancing competing demands can be tricky. There are always multiple priorities vying for attention, but I’m fortunate to have an incredibly capable finance team. Their support makes it much easier to stay on top of everything.

What opportunities for career growth exist in your role and/or field?

In a role like mine, the natural next step would be moving into a Financial Controller position, which comes with even more strategic responsibilities. That said, I’m quite content where I am right now—it’s a role that suits me perfectly.

Why did you choose to work for The I.T. Team?

It’s all about the people. During my interview, everyone was so friendly and welcoming. I immediately felt at ease. I was also intrigued by the idea of stepping into an industry that was completely new to me. It’s been rewarding to work in a space that pushes me out of my comfort zone while being surrounded by such a great team.

How would you describe your role?

My role is dynamic and multifaceted. As a Business Systems Consultant, my focus is on understanding and addressing client needs, especially those related to business improvement that go beyond the core support offerings of The I.T. Team. This role demands flexibility and creativity to design tailored solutions. On the other hand, my role as Internal IT Manager is more structured, centred on planning and governance. It involves ensuring all the “tick boxes” are checked, especially from a security standpoint, to maintain a robust internal IT landscape.

What are your main responsibilities?

In my Business Systems Consultant capacity, I’m heavily involved in client engagement—listening to their unique requirements, gathering insights, and crafting reports that align with their goals. As Internal IT Manager, my primary responsibilities revolve around planning, reporting, and governance, with a strong focus on security. This includes assessing vulnerabilities, managing privileged access, and maintaining our security posture across various platforms and applications. Keeping a sharp eye on internal systems ensures we’re always a step ahead of potential risks.

What are the most important skills in your role?

Adaptability and attention to detail are critical. In both roles, I need to think critically and creatively to address diverse challenges. Effective communication is also key, as I frequently collaborate with clients and colleagues to translate technical requirements into actionable plans. Additionally, a strong foundation in security protocols and governance practices is essential to excel in my Internal IT Manager duties.

What does a typical day look like for you?

Every day brings something new. I usually start with a meeting or two, often preparing for upcoming sessions or following up on ongoing projects. My time is split between working on internal IT tasks, such as compliance and security checks, and addressing client needs, which can range from requirements gathering to platform assessments. It’s a balance between the predictable and the unexpected, which keeps things interesting.

What kind of tasks do you handle on a daily/weekly/monthly basis?

On a daily basis, I’m engaged with client projects, internal IT tasks, and ongoing improvement initiatives. Weekly, I meet with our Security Operations Centre (SOC) team to review our security platforms and discuss potential enhancements. Monthly, I have a set schedule dedicated to internal IT security reporting, covering compliance, vulnerabilities, privileged access, backups, phishing, and application management. I also focus on continuous improvement by reviewing and refining our internal systems and assessing new platforms to ensure they meet our stringent security standards.

How did you get started in your role and/or IT?

I began my journey in IT with cabling work and gradually expanded my skills and knowledge to include other technologies. Over time, I transitioned into more complex roles, learning and growing with each step. It’s been a steady evolution that’s shaped the professional I am today.

What do you enjoy most about your role?

The variety. Being part of the Business Improvement function at The I.T. Team means every day is different. There are always new opportunities to discover and challenges to tackle, which keeps me on my toes. It’s rewarding to work on initiatives that drive meaningful change for clients and the organisation.

Are there any challenges in your role?

Absolutely. Growth often comes with its fair share of bumps along the way. Sometimes, I find myself redoing tasks or reports, which can be frustrating, but it’s all part of the learning process. There are also moments where lessons are hard-earned, but those experiences contribute to personal and professional development.

What opportunities for career growth exist in your role and/or field?

The ever-evolving nature of technology makes career growth in this field limitless. There’s always a new direction to explore, whether it’s deepening expertise in a specific area or branching out into something entirely new. That said, the abundance of opportunities can create challenges—staying focused on your goals amidst the fear of missing out (FOMO) isn’t always easy. But with the right mindset, the possibilities are endless.

Why did you choose to work for The I.T. Team?

Initially, there wasn’t a specific reason, but I’m a firm believer that things happen for a reason. Over the past five-plus years at The I.T. Team, I’ve had the chance to pivot my career and step into new, uncharted territories. The support I’ve received from management has been incredible—they’ve not only backed my personal development but also encouraged innovation, allowing me to help introduce services that weren’t previously offered. It’s been a journey of growth, and I’m exactly where I’m meant to be.

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How would you describe your role?

My role as a Customer Success Manager (CSM) is to act as the bridge between our clients and the technical team at The I.T. Team. I’m here to provide guidance on how clients can successfully navigate their IT needs, helping them understand the “why” behind technical solutions and how these will positively impact their day-to-day work. A big part of my job is breaking down complex ideas into plain language so everyone feels confident about the direction we’re heading.

What are your main responsibilities?

Day-to-day, I meet with clients and internal team members to ensure everything is running smoothly. This often involves brainstorming ideas and workshopping solutions to make our recommendations as efficient and effective as possible. When issues come up, I act as a first point of contact for clients, ensuring the technical team can focus on resolving the problem while I keep communication flowing.

What are the most important skills in your role?

The most important skill is the ability to “dejargonise” technical language—taking the complexity out of IT conversations so clients can easily understand. Empathy is also key, especially when clients face challenges. It’s about being able to see things from their perspective and relaying that to the right people on our team who can help solve the problem.

What does a typical day look like for you?

My mornings start with a quick check of messages to make sure everything is on track as the day begins. From there, we have a team check-in to touch base and set priorities. Throughout the day, I balance meetings with clients and internal catch-ups, which are often punctuated by gaps of time to respond to emails or get some focused work done. It’s a good mix of client time, teamwork, and solo tasks that keeps things engaging and productive.

What kind of tasks do you handle on a daily, weekly, or monthly basis?

On a daily basis, I juggle client calls and internal discussions, ensuring everyone is aligned and issues are addressed promptly. Weekly, we have structured meetings to track progress on long-term projects. On a monthly basis, one of my key responsibilities is ensuring client billing is accurate. This often involves collaborating with multiple teams to process detailed data—let’s just say it can be a bit of a puzzle, but a satisfying one when everything lines up correctly.

How did you get started in your role and/or IT?

I got into IT after the pandemic made my previous role in cinemas redundant. I started out in the procurement team, helping secure the right hardware and software for our clients. After about two years, I transitioned to the Customer Success team as it expanded, giving us the capacity to dedicate more time to individual clients.

What do you enjoy most about your role?

I love meeting our diverse range of clients and learning about their work and their IT journeys. Every day is different, bringing new challenges to tackle and solutions to craft. It’s a dynamic role where there’s always something interesting going on.

Are there any challenges in your role?

The biggest challenge is ensuring every client receives the level of care and attention they need. What works perfectly for one client might not suit another because of the unique requirements of their roles. It’s a balancing act, but it’s also what makes the role so rewarding.

What opportunities for career growth exist in your role and/or field?

The learning never stops! There’s always a new technology to explore or a fresh way to improve the service we deliver. Getting to know our clients often reveals specific needs that spark a research journey for me—whether it’s understanding a new tool or process. Often, the insights gained can be applied more broadly across other clients too.

Why did you choose to work for The I.T. Team?

From the moment I walked in the door, the vibe just felt right. Everyone was down-to-earth and genuinely friendly. The team takes a thoughtful approach to hiring, and it’s paid off—there’s a great mix of personalities and skills that makes coming to work enjoyable every day.

How would you describe your role?

My role is both awesome and exciting! It’s dynamic and never dull, with a strong focus on building and maintaining relationships with our clients while ensuring their systems run seamlessly. Every day brings new challenges and opportunities to make a positive impact.

What are your main responsibilities?

I’m responsible for maintaining the overall health of our customers’ IT environments. This involves monitoring and managing their systems to ensure everything operates as smoothly as possible. Essentially, I act as a guardian for their IT infrastructure, making sure they can focus on their goals without worrying about technical hiccups.

What are the most important skills in your role?

The most crucial skills for my role are a combination of technical expertise and strong communication. You need to know your way around technology, but just as importantly, you have to communicate effectively with clients and colleagues. Translating complex technical issues into clear, understandable terms is key.

What does a typical day look like for you?

A typical day for me revolves around ensuring our clients are happy and their IT systems are running as expected. I spend my time checking systems, troubleshooting potential issues, and proactively resolving anything that could disrupt their operations. It’s all about keeping things running smoothly and being a reliable partner for our clients.

What kind of tasks do you handle on a daily, weekly, or monthly basis?

Daily, I monitor systems and address any immediate issues or requests from clients. Weekly, I might work on more in-depth troubleshooting, updates, or planned maintenance. Monthly, there’s often reporting and reviewing system health to ensure everything is optimised and future-proofed. It’s a mix of routine and reactive tasks, which keeps things interesting.

How did you get started in your role and/or IT?

I started my journey in IT soon after completing my degree. The field has always fascinated me because it’s constantly evolving. I’ve always been drawn to problem-solving and technology, so stepping into IT felt like a natural choice.

What do you enjoy most about your role?

What I enjoy most is working closely with our customers and becoming a part of their team. It’s incredibly rewarding to know you’re helping organisations thrive by ensuring their IT systems support their goals. Building those strong relationships and delivering real value is what keeps me motivated.

Are there any challenges in your role?

Absolutely! The ever-changing nature of technology is both a challenge and an opportunity. There’s always something new to learn, and staying ahead of the curve is essential. But that’s also what makes the role exciting—there’s never a dull moment, and you’re always growing.

What opportunities for career growth exist in your role and/or field?

The opportunities for growth in IT are vast. You can specialise in certain technologies and become a go-to expert, or "Tech Guru," in your chosen area. There’s also room to broaden your skill set, take on leadership roles, or explore emerging fields like cybersecurity or AI. The possibilities are endless if you’re willing to keep learning.

Why did you choose to work for The I.T. Team?

I chose to work for The I.T. Team because of the incredible people and supportive environment. From day one, I’ve felt looked after and valued. The team is not just professional but also genuinely caring, which makes it a fantastic place to grow and succeed.

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What exactly does a Level 2 Service Desk Technician do?

The role of a Level 2 Service Desk Technician is vital to ensuring the smooth operation of IT services. We handle escalations from Level 1 technicians, who perform initial troubleshooting and attempt to resolve issues. If they’re unable to, those cases are passed on to us for further investigation. In situations where we can’t find a resolution, the issue is then escalated to Level 3 technicians or primary engineers for advanced support.

Additionally, we manage tickets that are directly assigned to us by the gatekeepers, ensuring that all clients’ IT concerns are addressed promptly and professionally. Our role bridges the gap between initial troubleshooting and specialised, high-level technical support, making us an integral part of the team.

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What are your main responsibilities as a Level 2 Service Desk Technician?

No two days are the same in this role. Every day involves managing my personal queue of support tickets, ensuring I respond promptly and keep everything as up-to-date as possible. A key part of the job is triaging new tickets as they come in, making decisions on how best to prioritise and address them.

Ticket numbers can fluctuate dramatically – some days, the queue might go from 25–30 tickets down to 15, but new challenges are always around the corner. Staying organised and adaptable is crucial to keeping up with the demands of the role.

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What are the most important skills for a Level 2 Service Desk Technician?

Being successful in this role requires a strong problem-solving mindset and excellent troubleshooting skills. You need the ability to interpret tickets from Level 1 technicians, which often means reading between the lines to understand the real issue.

From there, it’s all about jumping in and fixing the problem. Whether it’s a software bug or a configuration issue, being proactive and resourceful makes all the difference. The ability to learn and adapt quickly also stands out as a key trait for excelling in this role.

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How did you get started as a Service Desk Technician?

My journey into IT started early, thanks to my dad, who worked in the field. I was surrounded by computers growing up and even built my first PC at around 10 years old. That curiosity about how things work – and how to fix them – naturally led me into a tech career.

I earned a degree in Computer System Engineering in the UK and began my career with EDS, a US company with defence contracts. I managed IT support for military training software and exams for three years. After that, I moved to London and worked for Glencore, a commodities company, for 13 years. My roles there ranged from Level 1 Service Desk to engineering, including deploying software to remote locations in Africa.

Eventually, I married a Kiwi and relocated to New Zealand. I worked at PGG Wrightson for nearly two years before joining The I.T. Team, which reminded me of my time at Glencore – a place where colleagues were not just coworkers but friends.

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What do you enjoy most about your role?

The variety in this job keeps me engaged and excited every day. With a range of different customers, each with unique setups and needs, no two problems are ever quite the same. That variety pushes me to think critically and adapt to new challenges constantly.

I also enjoy the mentorship aspect of the role, helping to upskill Level 1 technicians and watching them grow. Seeing the team develop their skills and gain confidence is incredibly rewarding.

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What are some of the challenges in this role?

Like any job, this role has its tough moments. Some tickets can be particularly tricky to resolve, but I’m lucky to have an amazing team. Brent, a Level 3 technician, is a genius, and our daily meetings provide a great opportunity to bounce ideas off each other. Nine times out of ten, he can find a solution to even the most complex problems, which is a huge support.

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How does this role support your career growth?

This role offers a clear pathway for growth. Starting at Level 1, there’s plenty of scope to move up to Level 2, then onto becoming a primary engineer or even specialising in areas like cybersecurity. For someone passionate about IT, the opportunities for professional development are endless.

Having been in IT for 25 years, I’ve found working at an MSP like The I.T. Team to be particularly rewarding. The variety of clients and challenges keeps my brain ticking and ensures I’m constantly learning and growing.

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Final Thoughts

A career as a Level 2 Service Desk Technician is as rewarding as it is challenging. It’s a role that requires adaptability, technical expertise, and a genuine passion for solving problems. Whether you’re upskilling teammates or resolving client issues, every day is an opportunity to make a real impact.

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At The I.T. Team, our Customer Success Managers (CSMs) play a critical role in ensuring our clients thrive. But what exactly does a CSM do, and why is this role so essential in today’s fast-paced tech world? In the first of our Meet the Team series, we sat down with our very own CSM, Annaliese, to explore what it means to be a CSM, the day-to-day responsibilities, challenges, and the rewarding aspects of the role. Annaliese shares her journey into the world of Tech, why she loves working with clients, and what makes The I.T. Team such a special place to grow and succeed.

What exactly is a CSM?

A Customer Success Manager (CSM) is all about building and maintaining long-lasting relationships with customers. At its core, the role is about making sure customers are happy, supported, and getting the most out of the product or service. You’re the go-to person for clients, bridging the gap between the technical team and the customer to ensure everything runs smoothly. They also handle any challenges that arise, the CSM is there to guide clients every step of the way, ensuring they’re set up for success.

What are your main responsibilities as a CSM?

As a CSM, the primary focus is regular meetings with clients. The frequency of these meetings depends on the client's size and needs—some might meet fortnightly, others monthly or six monthly. These meetings are all about checking in, seeing how things are going, and figuring out any pain points they’re experiencing. We work together with the team to come up with solutions and keep everything moving forward.

Another big part of the job is meeting with our engineers to stay up-to-date on any key updates or issues, so we can keep our clients informed. Being available and always ready to chat with customers is key. It's not just about fixing problems, but also about being proactive in offering guidance and support.

What are the most important skills for a CSM?

Communication is definitely the most important skill for a CSM. You need to be able to talk to customers and your internal teams, translating between both worlds and ensuring everyone is on the same page. You also need to be adaptable and comfortable with change, because no two days are ever the same. Things can shift quickly, and being able to roll with those changes is important.

Organisation is another must—you’re often juggling a lot of tasks, managing multiple conversations, and keeping track of ongoing projects. Staying on top of everything is what keeps things running smoothly.

What does a typical day look like for you?

My day typically starts around 7:30 am with a quick check of any urgent emails or client issues that might have come in overnight. After that, I dive straight into meetings—whether it’s a catch-up with clients to see how they’re doing or an internal meeting with our team to discuss ongoing projects or any technical concerns.

Throughout the day, it’s a mix of problem-solving, project updates, and thinking ahead to how we can help our clients be more successful. There’s always a lot going on, so the key is prioritising what needs immediate attention and what can wait. No two days are alike, but that’s what keeps things interesting!

What kinds of tasks do you handle on a weekly basis?

One of the highlights of the week is our "client happiness" meeting, where we come together to review how all our clients are doing, flag any challenges they’re facing, and brainstorm solutions. It’s a really proactive way of making sure we stay ahead of any issues and keep things running smoothly.

I also spend a lot of time each week prioritising tasks, determining what's mission-critical, and figuring out the best way to delegate. There’s always something new popping up, so I make sure to focus on what’s critical and figure out how to manage everything else effectively.

How did you get started as a CSM?

My journey to becoming a CSM wasn’t exactly straightforward. I started out in marketing and recruitment in the tertiary education sector, where I worked closely with students and parents, helping them navigate their future paths. Before that, I spent time in hospitality, working at hotels, resorts, and luxury lodges. Both of those experiences really honed my customer service skills and gave me a strong foundation for building meaningful relationships.

It was my love for working with people and being in fast-paced environments that eventually led me to customer success. It felt like the perfect mix of account management, problem-solving, and relationship-building—everything I enjoyed in my previous roles, but in a new and exciting industry. Transitioning to IT was a new challenge, but my passion for helping people made it a natural fit.

What do you enjoy most about being a CSM?

What I love most about being a CSM is that no two days are ever the same. There’s always something new to learn, whether it’s about emerging technology or a client’s unique challenges. Plus, celebrating client wins and knowing you played a part in helping them achieve their goals is incredibly rewarding.

I also love how quickly the industry evolves—there’s always a new tool or solution to explore, and it’s exciting to be part of a supportive team that’s dedicated to staying ahead of the curve. The flexibility of being able to work from home, in the office, or on the road visiting clients is also a huge perk—it keeps the job dynamic and interesting.

Are there any challenges to being a CSM?

Time management can be a challenge—there are always lots of things to do, and not enough hours in the day! It’s important to have a plan in place, to ensure that I can achieve the outcomes discussed in our meetings. As someone who’s not overly technical, sometimes the jargon can be a bit overwhelming, but I’m constantly learning.

What career growth opportunities are there for CSMs?

The great thing about being a CSM is that the role naturally evolves as the industry does. Even if you don’t get a formal title change, you’re constantly learning and growing—whether it’s through client experiences or exploring new technologies.

There’s a lot of room for internal growth in this field. There are plenty of opportunities for growth and experience, like mentoring new CSMs, or taking on a sub role and becoming a specialist in that area. The industry is always changing, which means there are always new opportunities to stretch yourself and find ways to improve how you support your clients and team.

Why did you choose to work for The I.T. Team?

The I.T. Team’s commitment to strong customer relationships is one of the reasons I love working here. In my role as a CSM, I’m dedicated to helping clients succeed, and it’s rewarding to be part of a company that places a high value on client success.

They also foster personal and professional growth - whether it's mentoring new CSMs or exploring new technologies, I feel there’s always room to expand my skills.

Being part of a supportive, forward-thinking team makes working here incredibly rewarding.

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How would you describe your role?

As a Primary Engineer, my role revolves around having an in-depth understanding of how my primary clients operate. This allows me to provide tailored solutions to help them work more efficiently and adopt new technologies to enhance their productivity. Essentially, if it plugs in, lights up, or blinks – I’m the person to fix it.

What are your main responsibilities?

I have a dedicated list of customers that I focus on, ensuring they receive consistent and personalised service. Beyond that, I bring specialised skills in Networking and VoIP, which I apply across all our clients when needed. These areas have become key strengths that allow me to tackle complex challenges and deliver reliable results.

What are the most important skills in your role?

I’d say it’s a combination of my technical expertise and strong communication skills. Building trust with clients through clear communication is just as important as delivering effective technical solutions.

What does a typical day look like for you?

I start my day by clearing out emails from the night before, addressing anything urgent from clients or vendors. Once that’s sorted, I focus on project work, making steady progress unless an urgent issue, like an outage or an immediate client need, pops up. My days are often a mix of planned tasks and reactive problem-solving.

What kind of projects or challenges do you enjoy most?

Some of my favourite challenges include resolving internet outages, implementing new technologies, and planning long-term roadmaps for clients. Roadmaps are especially rewarding because they allow me to strategically improve the services my clients rely on while helping them future-proof their operations.

How did you get started in your role and/or IT?

Originally, I thought I’d become an electrician. But when I got to high school, I ended up hanging out with "the wrong crowd" – the IT crowd – and my path took an unexpected turn into computing. I started working in my high school’s IT department while studying and even doubled up on work experience to get as much hands-on learning as possible. That early exposure cemented my passion for IT, and I’ve never looked back.

What do you enjoy most about your role?

I love interacting with clients and finding ways to give back to the community. Helping non-profits and other organisations operate more efficiently is a great way to make a tangible difference in people’s lives.

Are there any challenges in your role?

Balancing all the tasks on my plate while also fielding questions and requests from other staff can be a juggling act. Staying focused and prioritising effectively is key to keeping everything on track.

What opportunities for career growth exist in your role and/or field?

As an engineer, I’m already in one of the most technically skilled roles in a managed service provider (MSP). But I’m always looking to grow. I’d like to specialise further in networking and eventually help build a fully-fledged Network Operations Centre (NOC) – creating a central hub for managing and monitoring client systems.

Why did you choose to work for The I.T. Team?

Seven years ago, I was the sole IT technician at the Canterbury Museum. At the time, the museum and one of The IT Team’s clients were installing a new phone system from Sie-Tec. A Sie-Tec technician spoke highly of my work to one of The IT Team’s engineers, and my name got passed along.

Out of the blue, I received a call from The IT Team offering me a job. Initially, I was skeptical about managed IT – it often seemed like companies were only in it for the money. But after meeting the team, I saw something different. They truly valued their clients and approached IT as a collaborative partnership. Seven years later, I’m still here and loving every day. The "Team" in The IT Team isn’t just a name – it’s a genuine culture, and I get along with everyone here.

Defining exactly what Allan’s role is within The I.T. Team is an interesting way to open a conversation with him. He says technically he’s a “Level 1 Support Technician,” but he is also referred to as “The Gatekeeper” and describes the job as being basically “customer triage.” In a nutshell, he is the first port of call for client phone calls and emails to The I.T. Team’s support number (and email address). “I handle all incoming customer issues, work out the most likely cause, and then direct it to the person on the team who has availability and the skill set required to address the issue.” “The benefits are really that I have an overview of what the whole team is working on and can give priority to each task based on the urgency of the issue and the level of complexity, as well as juggling existing work already in the system.” Being the Gatekeeper requires a fairly unflappable disposition, and Allan brings many years of customer service experience to the role, including five years providing after-hours support to business clients with former Telecom subsidiary Geni. Allan says working in a business that is rapidly growing from a small to medium-sized company is the perfect situation. He really enjoys the nimbler nature of The I.T. Team compared to the big corporate structure, along with the fact that the management team is open to ideas and feedback from members of the team who are dealing with customers every day.

How would you describe your role?

My role is to help anyone who needs it, but my main focus is supporting the Coordinators in our Service Team. I work to enable their teams to deliver exceptional service to our clients. Whether it’s solving roadblocks, improving processes, or simply lending a hand, my job revolves around making things better for others.

A big part of my role involves constantly looking for ways we can evolve and improve. I’m not afraid to stick my nose into areas where it might not belong if it means I can help.

What are your main responsibilities?

• Supporting our Coordinators to lead their technical teams and deliver exceptional client service.

• Identifying opportunities for process improvements.

• Assisting with onboarding new clients and ensuring a smooth transition into support.

What are the most important skills in your role?

Curiosity fuels my desire to constantly learn and improve, while helpfulness keeps me ready to jump in and get the job done. Balancing organisation with flexibility helps me stay structured yet adaptable. Lastly, having a solid understanding of technology allows me to contribute meaningfully without needing to be hands-on technical.

What does a typical day look like for you?

I’m usually at my desk by 7 or 7:30 am, using the quiet early hours for focused work or handling anything urgent from the day before.

The rest of the day is about teamwork. I join touchpoints with our Coordinators, focusing on client satisfaction, team development, and unblocking any challenges. Some days, I also meet with new clients, wearing my “Onboarding” hat to welcome them into our support system.

What kind of tasks do you handle on a daily/weekly/monthly basis?

Daily and weekly tasks include reporting on key data, assisting Coordinators by providing guidance or resolving blockers, and collaborating with Tom to keep our project systems running smoothly. On a monthly basis I support our Finance team with the invoicing cycle for all Service Team activity. Throughout it all, my focus remains on supporting our Coordinators and teams to deliver exceptional service.

How did you get started in your role and/or IT?

After finishing university with a BA and no clear direction, a family member referred me to a non-technical Sales Support role at The I.T. Team. While I’ve always been interested in IT, I didn’t have hands-on technical experience, so this role was the perfect opportunity to get involved in the industry in a way that matched my skills.

Over the years, I’ve been able to stay connected to the tech world without having to dive into the technical details—just the right balance for me.

What do you enjoy most about your role?

The people. My immediate team is fantastic—they’re a dedicated, positive group who tackle challenges with a collaborative spirit. We’re always putting our heads together to find solutions, and there’s no drama, just teamwork.

The wider team is equally great. Everyone gets along well, and we’ve built a supportive, enjoyable work environment.

Are there any challenges in your role?

Absolutely! The biggest challenge is balancing competing demands. We need to get the day-to-day service right, while also focusing on long-term improvements and resolving issues as they arise.

It can be tough to maintain a consistent focus with so many priorities, but the team and our clients help guide us in the right direction.

What opportunities for career growth exist in your role and/or field?

For me, career growth is about continuing to be useful—whether that’s improving processes, supporting the team, or solving problems that make someone else’s job easier.

Why did you choose to work for The I.T. Team?

This was my first “real” job after university. I had some interest in the IT industry but didn’t have any technical experience, so the role that came up was a great fit. It gave me an opportunity to get involved in an industry I’d always been curious about, and I’m glad I took the chance!

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How would you describe your role?

Transitioning from the service desk to a Systems Engineering role has been a game-changer for me. It’s not just about resolving technical issues anymore – it’s about understanding the bigger picture of how those issues impact our customers and their operations. My role often involves tackling complex problems, providing long-term solutions, and ensuring that our customers’ IT environments are not just functional but robust and forward-thinking.

What are your main responsibilities?

At its core, my role is about taking ownership of a customer’s technical landscape. If an issue arises that the service desk can’t resolve, I step in as the last line of defence. This could mean troubleshooting a particularly tricky problem or completely re-engineering a solution to prevent future issues.

Beyond firefighting, I’m responsible for proactive improvements. I plan and manage enhancements to key systems, ensuring our customers’ IT infrastructure evolves to meet their needs. I also act as an escalation point for our Security Operations Centre (SOC), especially during high-stakes situations like incident responses or addressing vulnerabilities discovered by security vendors.

What are the most important skills in your role?

Several skills are essential in this role:

• Translating technical jargon into plain language: It’s vital to provide non-technical explanations for complex issues so customers feel informed and reassured.

• Decision-making under pressure: Knowing when to fix an issue or overhaul it entirely is a critical part of ensuring the best outcome for the customer.

• Balancing priorities: Navigating time, budget, and technical constraints requires both strategic thinking and customer focus.

• Proactive planning: Staying ahead of potential issues and proposing improvements ensures we’re not just reactive but proactive in supporting our clients.

What does a typical day look like for you?

No two days are the same, but there are common threads. About half of my day is spent addressing escalated issues – the big, complex ones that need deeper troubleshooting. A quarter of my time is dedicated to project work, improving our customers’ IT environments.

The rest of my day often involves internal and external meetings. I might be providing advice, supporting project planning, or assisting with decision-making. On a weekly and monthly basis, I’m heavily involved in security-related activities, whether that’s attending technical meetings or managing large-scale incident responses. Throughout the year, I also create and deliver roadmap presentations, helping customers understand the long-term vision for their IT systems.

How did you get started in your role and/or IT?

Originally, I wanted to become an electrician because I was fascinated by electrical systems. That interest eventually led me to explore IT. I started by setting up my own servers at home, diving into development, security, and cloud technologies.

From there, I joined the service desk and worked my way up through the levels. After gaining experience and honing my skills, I applied for the Systems Engineer role, and I’ve been in this position for over three years now.

What do you enjoy most about your role?

I love that I get to do meaningful work for organisations that make a real difference in the community. Our customers span a variety of industries, which means I’m constantly exposed to new challenges and technologies. It keeps the work dynamic and rewarding.

Are there any challenges in your role?

Absolutely. Keeping up with the fast-paced evolution of technology can be tough. On any given day, I might have to shift focus between completely unrelated tasks, which requires a lot of mental agility. While there’s less opportunity to specialize deeply in one area, this variety also keeps the work interesting.

What opportunities for career growth exist in your role and/or field?

The IT field is incredibly broad, so there’s no shortage of opportunities. Whether it’s diving deeper into areas like security, cloud technologies, or infrastructure, there’s always room for technical growth.

For those who prefer leadership roles, pathways to management or customer-facing roles like account management are also available. The beauty of IT is that you can carve out a niche based on your interests and skills.

Why did you choose to work for The I.T. Team?

When I joined, the company was still relatively small, and I was drawn to the clear pathways for progression. The lack of silos in the organisation meant collaboration was encouraged, and ideas flowed freely. Over the years, I’ve seen the company grow steadily while maintaining its commitment to supporting both its employees and its customers. It’s been an easy place to call home.