A Day In The Life Of A Technical Support Technician


Phill Dawes our Technical Support Technician is providing you with an insight into what he gets up to in his day to day role, and give us an understanding what goes into making sure customers are happy with their equipment and that faults are fixed in a timely matter.


Here is an average day:


9:00am - My day starts with updating the Technical Services Calendar, making sure that the calendar is up to date with information on where the engineers were and for what reason. I then start updating our Preventative Maintenance system. Every day we organise engineers to perform Preventative Maintenance calls at our customer sites to ensure all AV and IT kit we supplied is still working to standard, we make sure that we collect all the data as to what went wrong, if anything, and how the engineer resolved.

10:00am - My next task of the day was to support our biggest client’s appliance scanning system which needs of a major update. To make sure that the scanners can support the update we have a few test scanners within head office, to which I installed the latest update and tested the system to make sure there was no faults or errors occurring, if there was then we would have time to correct the issues before the rollout.


11:00am - Throughout the day I receive calls from internal and external colleagues with IT equipment issues to which I am assigned to resolve as soon as possible. The most recent issue with an internal user was the fact they were unable to access their emails on their laptop; the issue was resolved by swapped the ethernet cable as this was faulty and was stopping the connection. As I return to my desk, I get a phone call from an engineer on site, he is having a problem with an on-site media player not playing sound. I remote onto the device and we perform some standard troubleshooting, then we apply the standard fix and reboot the player. This works and the engineer continues to run his Preventative Maintenance visit.

12:00pm - Finally its lunch, meaning I get a full hour to myself – normally I will watch an episode of my favourite TV show, Doctor Who, or play Pool with a work colleague.


1:00pm - A couple of members of staff are setting off to South Africa for client meetings, so to make sure that everything is working as expected, I am tasked to check all equipment that will be used in the presentations and resolve any issues before they occur in front of the customer. The main issues that occurred with this equipment was a resolution issue, so a simple change of resolution and the equipment worked as expected and the staff members are happy, they will be able to present with working equipment and make an impression on the clients.

2:00pm - Our biggest project coming up is for a large job in Dublin. This includes several Transmitter/Receiver systems, amps, cameras, microphones and a 98” touch screen. We have to test all of this kit and ensure everything works as planned.


To do this I set up the entire system in our configuration area. Following a technical drawing provided by the pre-sales department. My colleague works on ensuring a touch control unit can connect and control all the devices needed, this is a long process and involves him writing a lot of scripting as some of the functionality needed isn’t readily available on the touch panel.

In the meantime, I have connected a USB Transmitter and receiver to my laptop for testing, as well as a HDMI Transmitter receiver. The HDMI system goes straight to the screen, where the USB system goes through to a core. This is connected to a network switch, a telephone line, and an amp which has 8 speakers connected. The Microphones connect to the same switch and the touch panel controls this.

My colleague finishes the touch control system and we successfully connect everything up, confirming it all works.

The last thing to do is to ensure IP Addresses are set up on all the kit, which is a fairly easy process.

5:30pm - After this busy afternoon it is time to call it a day until tomorrow!