Connected product specialist

By MARK STORY

* Paul Eru


Q: What do you do?

A: My job is to ensure the products we sell - photocopiers, printers and fax machines - are successfully installed on the client's internal computer network.

Around 60 per cent of my time is spent either installing products or responding to fault call-outs anywhere across the greater Auckland area.

In addition to liaising with client technicians I also accompany sales support staff to presentations and client meetings. So there is also an advisory role where I'm required to answer technical questions and explain how the product works.

Q: Why did you choose this job?

A: I responded to an ad for a trainee's job after deciding that a course in civil engineering wasn't for me.

While I had no prior knowledge of IT I did have a natural aptitude for computers.

I was chosen from 60 applicants as someone the company felt could be groomed from the ground up.

Q: What skills do you need to become a service technician?

A: You need good PC literacy, a certain amount of technical-logic, an aptitude for problem-solving and the ability to think on your feet.

As you're dealing with clients' every day, good people skills are essential, as is a positive outlook, neat appearance, good grooming and a pleasant manner.

You also need to be able to handle time demands and the stresses associated with solving technology-related problems. A certain amount of savvy dealing with corporate cultures is also helpful.

Q: Best part of your job?

A: I particularly enjoy the camaraderie of being in a multicultural team environment. In addition to the support we give each other on the job there's also the social element. I especially like working with computers and get a lot of satisfaction out of being able to solve a client's problems. On the job, variety and time spent outside at different locations is enjoyable.

Q: Most challenging/difficult part of the job?

A: Traffic congestion can make getting around Auckland problematic at best, but we try to structure certain meetings either side of the rush-hour. Trying to meet client expectations, especially when they're clearly unrealistic, can make things difficult.

Q: What sort of training do you get?

A: There's a combination of in-house product and people-skills training - mentoring by other technicians - through to external computer courses like A+ and N+.

Q: Any interesting one-off projects?

A: Being part of a major integration project on a big site like Auckland University was not only fun but informative. Helping to integrate our software with their enterprise network over the project's three to six months was a learning experience, especially on the database side of things.

Q: What advice would you give someone considering this career?

A: You'll be working within an industry that provides plenty of opportunity for career advancement and the opportunity to branch out into new areas. I've changed my role three times in the past seven years. You need to have some affinity with IT so try and do as many computer-related courses as you can. This will not only demonstrate eagerness, it will give you a foot in the door when opportunities arise.

My Job

Name: Paul Eru

Age: 28

Pay: Between $40,000 to $50,000, plus quarterly bonuses, healthcare, uniforms, laptop, cellphone and company car (after-hours and weekend use).

Job title: Connected product specialist

Working hours: 8.30-5pm Monday to Friday, some evening or weekend overtime.

Employer: OneSource/Ubix.

Qualifications: No formal qualifications required but computer experience or certifications are becoming highly regarded, and N+ and A+ are becoming minimum entry criteria. In addition to A+ and N+ I have a (Microsoft) MSCA Cert (the company paid half the costs).

Career prospects: Supervisory or management roles within this firm or I could cross over into sales. IT roles - for example, systems or network administration jobs - within any industry sector. Subcontracting IT services is always an option.