Day In The Life Of A Technical Support Team Member
I started working for VooServers on the 12th of January 2015 as a helpdesk analyst, even though I have only been here a short time, I’m finding it very interesting to say the least. For the most part my day-to-day tasks consist of analysing logs from servers ensuring nothing is going wrong with the many servers we host here. For example we have checks on most of the servers to verify who is connecting to them, server load, disk space, backups etc. As I look through the logs I have to decide what the appropriate action would be to deal with the possible problem.
After about a week or so I got comfortable with managing server logs I moved on to carrying out tasks on live servers. One of my first tasks was to setup monitoring on a few servers that we had recently deployed. The first server I worked with a fellow technical support team member, showing me various commands and how to navigate through the files and directory’s, from there I completed the rest myself, learning some new skills in the process which I found enjoyable. The task was to add lines of code into a configuration file; my experience with Linux is currently very limited due to me previously never using a Linux based operating system, but over time my confidence with the OS will hopefully improve, learning some new skills in the process.
In the actual datacentre itself I have implemented environmental monitoring on key networking devices themselves such as temperature monitoring. With the outputted data I then linked it to a graph so we could have a visual view of the data as well as numerical.
Most recently I have been tasked with answering phone calls and dealing with the requests or needs that some of our customers have. Even though I have been here for a short period of time I am able to deal with some of the more common tasks that the customers put forward to me. In some cases I have had to pass some of the customers over to other members of the technical support team as they have a greater understanding of how to resolve the issue.
One of the most interesting things I have done so far here at VooServers was the build and installation of a server into our UK datacentre. After retrieving the chassis from storage I proceeded to install the processor, memory and hard disk performing component testing as I went along to ensure stability of the server. Once the server was racked in the data centre and the cables were connected I proceeded to install and configure the operating system ready for our client. Once complete I performed some final testing and recorded the results in our service delivery system before handing the server over to the client ready for them to install their software and bring into production use.
I have also had to make network cables, which was a new experience for me, as well as connecting them to various servers within the datacentre. My first month here at VooServers has left me interested in seeing what I can achieve as my time here progresses further.