Diary of an ISUMO Support Engineer, Justin Boger

No two days are the same in the life of a Support Engineer. Some days I’ll be working from my home office monitoring and responding to alerts, but often I’m out ‘in the field’ carrying out installs and troubleshooting. This is the part of my role I enjoy most.

But first, let’s go back a few years to when I realised that a technical career was for me. It began while working on a few personal projects in the early 2000s. I started installing ethernet cabling and wireless access points in my house. Then a PC and touchscreen in my 94 Volkswagen Jetta. I was also interested in guitars, so I would chain together lots of guitar pedals to see what interesting sounds I could make.

My first technical role came while I was living in California, installing luxury home theatres and home automation systems to wealthy, high-profile homeowners.

I then took a role working in electrical power systems and PLS (programable logic controllers) until deciding I wanted to specialise in IT. I first studied AWS Cloud, and then to further expand my knowledge, I studied at tech bootcamp, Acuitus. Once I graduated, I moved to London and that’s where I met ISUMO.

Earlier this month had me travelling first to Northern Ireland, to a client in Belfast and then down to one of our Data Centres located in Dublin. Then I was back to London to assist a client onsite followed by time in my home office, monitoring our network.

Day 1

Today I’ve been preparing for this week’s installations. I travelled to Hertfordshire to meet with our Director and Senior Solutions Architect, John Keyser for a briefing and to collect the equipment I would need.

John has been a network architect for over 20 years. A briefing from him is always in-depth and gives us the opportunity to work through any potential challenges together and to devise solutions for if they arise. Being prepared for all eventualities is one of the most important aspects of my job.

John and I discussed the installs, and I took a minicomputer for monitoring the client’s network onsite in Dublin. I also collected some patch cables for the install in Belfast.

We had a quick chat about the football, as you do, and I left to return to London. On-route, I diverted to respond to a support ticket from an existing client. Our monitoring system had sent an alert to the team which indicated that the CCTV service was off-line.

CCTV is not something we install or manage but as part of our added value promise to clients, we always help whenever we can. On this occasion I wasn’t far from the client location so I popped in to see if I could assist.

It turned out the RJ-45 cable had been disconnected. So, all I had to do was unscrew the CCTV unit from the rack and slide it forward to be able to reach the RJ-45 port in the back and plug the patch cable back in. The client was relieved it wasn’t anything serious and that their security surveillance was quickly restored.

It was time get home and pack for tomorrows flight to Northern Ireland.

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