Welcome to the first in our new series, A Day in the Life. We’ll be talking to a variety of techy Microsofties about what they get up to during the old 9-5. We’d love to hear your suggestions for upcoming interviewees, so please post your suggestions in the comments box below.
We kick off with David Lynch, Senior Support Engineer in the EMEA Global Technical Support Centre UK. David, it’s over to you…(anyone remember Through the Keyhole?)
As well as IE, I cover the Windows Shell and I’ve recently added MSI to my troubleshooting skillset.
Today is a typical Tuesday for me, my busiest day of the week. It starts like any other, checking if any incidents have happened over night that might affect the team, looking through email communication and briefly triaging my cases and checking through my calendar to see what work I have to do today. What makes Tuesday different is that it’s triage day for IE in the Global Technical Support Centre (GTSC), for which I am responsible. I start by compiling a list of Premier and Professional customer support cases that are currently with our frontline engineers in Bangalore before emailing it out to the team. This is followed up with a scheduled conference call between the UK and India teams, addressing each case to make sure it’s on track, to highlight any issues, mark any that are due for escalation to the UK team and make sure both teams are aware of all the current cases. After the meeting, I report back with a summary of the current actions for these cases which are then logged against them. Typically we would triage 25-35 cases depending on how busy it is. Triage is a very important part of the week – aside from the fact that our customers benefit from having their support cases regularly discussed, the team as a whole has the chance to speak to each other by voice, instead of typing in an IM conversation, so it helps to build those team relations.
Around the triage activities, I need to focus on my own support cases which are all escalations from our front-line team in India or, from other front-line teams around Europe where volumes are particularly high or, from other escalation teams who need collaboration from an IE support specialist. A case load of around 15 is average but when it gets busy, or when colleagues go on holiday, I have gone up to 21-22 cases which can get pretty manic!
At the end of the day, it’s good to do something different. I like going down to the on-site gym to relax my mind and revitalise my body to help keep a balance to the day.
Apart from triage, meetings and case load, on a weekly basis, a typical engineer spends time mentoring the front-line engineers or colleagues in the UK team to help bring them on, keep up to date with what’s going on in the business and around their areas, look for opportunities to further develop their own skills or identify areas where we can help develop others or our products to increase market share. Being able to respond to high priority issues around security, cumulative updates and high severity issues is also required. It’s all very customer focused, there’s rarely any free-time, but always time to develop.
EMEA GTSC UK Core IE Shell Support Engineer
Microsoft Customer Service & Support
Coming next week: Microsoft Technology Centre intern and loveable geek, Jon Lickiss tells us about a typical day in the MTC. Let us know if you have a burning question for Jon – post it in the comments box below.