Aiden T

In addition to my responsibilities as an IT Support Engineer II below, being a Senior IT Support Engineer at Twitter involves mentoring others, driving best practices within the team and participating in interviewing & training. It involves acting as an escalation point for IT Support Technicians, but also for IT Support Engineers. I resolve problems in a timely manner or escalate on behalf of customers to IT leads or managers. I also manage relationships with vendors, subcontractors and 3rd party providers and I assist with inventory & purchasing processes.

This role was focused on providing an amazing customer experience whilst delivering outstanding technical support. I was responsible for supporting Twitter employees around the world, in over 40 offices in 19 different countries. The role involved working at the help desk assisting employees via in person, support ticket, email, or chat as needed. It involved performing hardware repairs, on-boarding new employees, provisioning new hardware, upgrades & migrations and adhering to all security standards. I worked cross-functionally with partners in IT Systems, Engineering Operations, Security and other teams to coordinate work, handle ticket escalations and resolve issues. The role involved working closely with help desk staff to maintain IT support documentation, manage the IT queues and handle ticket escalations from the tier 1 teams. It involved building relationships with employees, business partners and IT team members alike. I resolved problems in a timely manner or escalated on behalf of employees to senior technical staff. The role involved supporting endpoint security standards (antivirus/firewall/patching/two-factor authentication) It involved handling system access and maintaining user accounts, passwords, data integrity & security. I also helped to evaluate hardware & software solutions and participated in IT projects.

Whilst at Apple I progressed to the role of Genius where I became an 'Apple Certified Mac Technician' (ACMT). In addition of what was required of me as a Technical Specialist below, this role required supporting & troubleshooting customer’s Macintosh Computers and Accessories, and providing education to customer's where needed. The role required strong problem solving skills, people skills and the ability to empathise. It required an eagerness to learn to independently keep up to date on my technical know-how with regards to all Apple products and being able to educate my team members with regards to this. The role also heavily involved physically triaging & repairing iPhones and Macintosh Computers booked in for repair.

This role required supporting & troubleshooting customer’s iPhones, iPads, iPods, Apple TVs, Beats products and Apple accessories, or providing education around the products where needed to customer's of a wide range of different technical knowledge/ability. The role required excellent time management & multi-tasking skills, composure, customer focus, the ability to make decisions quickly and the ability to embrace change quickly. It also required teamwork with colleagues and maintaining strong relationships with customers.

The main part of the role was carrying out all kinds of different watch repairs on site, as well as developing the skills to sell them. As well as this, a small number of refurbished, luxury watches were merchandised and sold. As the role included key-holding, I also carried out all other tasks, including administration and cleaning. We were a small team working in a very small space so being friends with my colleagues and having respect was vitally important.

This role required me to lead my team/manage my staff for the needs of the business. As a Team Leader I was required to open & close the site, run shifts on my own and fulfil the role of 'Duty Manager'. I was also in charge of managing and compiling the weekly staff schedule for the 40+ Customer Assistants. A large portion of my role involved dealing with customer queries, complaints or compliments in addition to what was required of me as a Customer Assistant below. My role also required cashing up tills, assisting with stock and brainstorming marketing ideas.

This role required dealing with general customer queries, practicing excellent time keeping in line with film times, maintaining standards in cinema screens, handling money and meeting sales targets. From all the knowledge I had gained, later in this position I volunteered for and was given the role of ‘Staff Trainer’. The role also required the ability to execute many tasks within a short time span and so I also learnt ways to prioritise tasks effectively and efficiently.