Colombian Network Support Engineer Finds Satisfaction Solving Client’s Problems

This interview will take you through the ups and downs you can expect as a network support engineer, what it takes to land the job, what you can expect to earn and more.

I have been working in IT for the last twelve years. Currently, I am a network support engineer for a Fortune 500 company, and I’ve held this position for three years. If there are three adjectives that I feel adequately describe me, I would say resourceful, reliable, and committed.

I am a Hispanic male from Colombia. When it comes to discrimination, there are some people who have been prejudiced and see me as a second class citizen, but mostly it has worked to my advantage. It has helped me because my culture has raised me with a different way of thinking and investing myself in my work, and it is something I’ve heard many people in the industry say is uncommon. Every single job I’ve applied for, I’ve gotten, and I still don’t know if it’s luck or something more.

In my position, I am responsible for providing bilingual (English and Spanish) support to a variety of network equipment in different environments. I work in an inbound call center, where I take information about the customers, create support tickets, and offer support with features, configurations, and resolving defects with our company’s small business products. One of the most common misunderstandings about being in technical support is people assuming we all read a script, but that’s not true in my case. The nature of the products is more high-end, and the scenarios are much more dynamic.

When it comes to my job satisfaction, I wish some parts of the job culture would change. If you want me to work to full potential, I just want to know my company cares. It’s not so much what the job itself entails, but that the company stands behind its employees; that they will help you accomplish your goals.

Feeling like I’ve found my dream job seems a bit off right now. I do like what I do, and it is exciting helping people that have come to you with their issue. The issue prevents them from performing their own job, and you have this opportunity to explain to them what is happening, why it happened, and how to prevent it from happening again. Solving those problems for people is so rewarding, and I wouldn’t want to do anything else.

Being a network support engineer is unique because I am required to support customers in both English and Spanish. For the most part, there are no issues. Sometimes, however, American customers will feel aggravated when someone who is not American answers the phone. My accent seems to eliminate the chance of forming a connection or building rapport with that particular person over the phone.

Ever since I was a child I had a fascination with computers, and when it was time for me to go to college, I looked through the college catalogs that showed all the majors. I decided to study a systems engineering degree at my university. I worked in the help desk at my university during my junior and senior year, and that’s when I discovered my passion wasn’t just the technology, but bringing it to people and helping them learn how to harness its benefits. I wouldn’t change anything; I have no regrets.

When it comes to hurdles I’ve had to overcome, I have learned that some companies don’t really care about what you think or about your ideas for how to improve. The only contribution they feel you are capable of making is taking another call.

The most essential lesson I have gained about work is the amount you are making is not as important as how happy you are at your job.

The strangest thing to ever happen with this job is being hired along with the woman who is now my wife!

The chief reason I walk into work every day is simply because I have responsibilities to myself, my financial future, and my family. What really makes me feel good, though, is when I get a customer that is on the verge of an emotional breakdown because his devices are not working properly and I am able to help him fix the issue. To hear the gratitude and excitement in the customer’s voice gives you the most complete sense of satisfaction.

The biggest obstacle in my line of work is the constantly changing technology. We have to keep up with staying current, relevant, and hirable in the IT industry. The certification I got 2 years ago may be obsolete tomorrow. What makes me want to quit is the fact that there is never enough good quality training. You are responsible for studying the rest of your life.

Some people think that this is a really stressful job. For me, this is the easiest job I have ever performed. What I really enjoy is the fact that once I walk out for the day I can completely forget about my job and just think about my personal life. If the customer’s need more support, they can call someone else while I’m off shift, so I can completely disconnect the two things.

In my area, a median salary is about $60,000 for the types of devices I support and the certifications I hold. I make a bit less than that, but I’m managing well.

I usually take about two weeks vacation a year and I think it’s enough.

Depending on the type of technologies or devices you provide support for, a relevant Associates’ or Bachelors’ degree is a must. If you do not have certifications for the technologies you support though, your resume will be tossed aside. I’m being honest, that B.S. in Computer Science means nothing if you don’t know what a CCNA is. I hold seven Microsoft and two Cisco certifications.

For anyone considering a position in IT support, think it through twice. It can be very time and patience consuming, and it requires a certain type of personality to be able to handle some of the clients. Staying competitive with certifications and training is also a big investment, one that may not be footed by your employer.

If I did it my way I would own a consulting firm that serviced both American and South American locations. Maybe one day, I will.

This is a true story as told to LatPro.com. If you want to work in a related field, such as a consulting firm, the computer industry or a call center, visit LatPro.com to see available jobs.