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Internal Support
My role This was a previous job.
Technical Support at FD Systems is made up of Nicholas Llewellyn, and on a part time basis, Mark Potter and Gwion Evans. Certain tasks are outsourced to other departments when the knowledge is present there.
Based in the Cardiff office, they help to manage and maintain Information Technology for all departments in offices in Cardiff, Leeds, Milton Keynes, Camberley, Dublin and Cork and when staff are on the road or working at home.
Technical Support's services are also offered directly to clients, and other group companies i.e. Clarita in Southampton, and more recently, the Northern Ireland Operation near Belfast.
Technical Support unpacked from its box, the server which this document is stored on. Then installed an operating system, patched it for security, made sure the power and air conditioning was working in the server room, monitored it for stability, set up the software, and kept backups in case anything went wrong.
Technical Support organized and installed the routers, laid the cables, configured the networks, set up the firewalls, and watches and guides the traffic for each hop of the network that runs over copper, fiber optic glass, and even the air itself to bring information to the computer you are using.
Technical Support makes sure your network connection is safe, secure, open, and working. Technical Support makes sure your computer is working in a healthy way on a healthy network with healthy servers. Technical Support takes backups to guard against disaster both human and otherwise, holds the gates against security threats and crackers, and keeps the printers going, even when someone prints all Line 500 purchase orders from 1901.
Technical Support procured the toner in your printer, the keyboard on your desk, the projector in the boot of your car and a spare bulb in the server room. When the inevitable happens, they will courier the replacement part direct to your door or organize an on-site technician to repair the faulty equipment.
Technical Support is a professional department, who plans, worries, hacks, fixes, pushes, advocates, protects and creates good computer networks, to get you your data, to help you do work -- to bring the sales in, install the software sold, test and fix the customer's installation it when it breaks and bill them for your time.
Technical Support make sure that the telephone lines, telephone numbers, telephone systems, mobile phones, data cards, internet connectivity, e-mail systems, site-to-site connectivity and remote access are all working so you are able to ask for help when you need it.
Technical Support think about the future of FD Systems learn about new technologies and worry whether enough is being done to ensure they can deliver the excellent service they endeavor to bring to the staff and customers.