Day in the life of James: Second Line IT Support

With a two-and-a-half-year tenure at RedDoor IT, James plays an important role in ensuring the company’s customers receive reliable and efficient IT support. Today, we take a closer look at a day in the life of James, uncovering the nuances of his role.

Q: What’s the first thing you do when you start your work day?

A: My day starts with going through our ticketing system to review any open issues or new tickets that have come in overnight. As a Second Line IT Support technician, it’s my job to handle escalated tickets that require more advanced troubleshooting. I prioritise based on urgency, making sure critical issues are tackled first.

Q: Can you walk us through one of your typical tasks?

A: A typical task could be anything from investigating network issues to troubleshooting software problems. For example, this morning I helped a customer who was experiencing slow connectivity across their office network. After diagnosing the problem remotely, I realised it was due to outdated firmware on their router. I walked them through the firmware update process and ensured everything was running smoothly afterwards.

Q: What sets Second Line IT Support apart from First Line?

A: First Line Support is more about handling straightforward issues like password resets or minor software glitches. As Second Line, I deal with more complex problems that require deeper technical expertise, like server issues, network troubleshooting, or configuring specific software environments.

Q: How do you handle stressful situations, like multiple high-priority tickets coming in at once?

A: The key is to stay calm and process-driven. I’m very methodical in how I approach tasks, so I immediately assess the situation and prioritise based on business impact. Sometimes the customers are stressed, so it’s important to communicate clearly and keep them updated on progress. Reassuring them can be half the battle in reducing stress on both sides!

Q: What’s been the most rewarding part of your role so far?

A: I love the challenge of solving complex technical issues and seeing the direct impact it has on customers’ operations. Knowing that I helped someone get their business back on track is always a great feeling. Plus, I’m fascinated by the digital transformation in workplaces, so I enjoy learning about the new tools and services businesses are adopting.

Q: How do you manage your time during the day, especially with the varied nature of tasks?

A: It’s all about structure and being proactive. I try to block off time for the larger, more complex tasks, but I always leave room for unexpected issues that may arise. I also ensure I communicate with my team if I need to shuffle priorities around. RedDoor encourages collaboration, so if I’m working on something critical, I know I can count on others to step in and assist.

Q: What’s something people might not realise about Second Line IT Support?

A: People often think IT support is just about fixing things, but a big part of it is communication. You must be able to explain technical issues in a way that non-technical people can understand. It’s not just about solving the problem – it’s about ensuring the customer feels supported and confident that their issue is being handled properly.

Q: What’s one piece of advice you’d give to someone interested in Second Line IT Support?

A: Be curious and never stop learning! The IT landscape changes so rapidly, and you need to stay up-to-date with new technologies and best practices.

Q: How do you see the role of IT support evolving with the digital transformation of workplaces?

A: As organisations continue to adopt more digital tools and services, the demand for advanced IT support will only grow. IT professionals need to be more proactive in supporting these tools and anticipating potential issues before they become problems. The shift toward remote and hybrid working models has also presented new challenges and opportunities for IT support, especially when it comes to network security and cloud services.

Q: What’s your favourite part of working at RedDoor IT?

A: The team dynamic is fantastic. Everyone here is passionate about what they do and supportive of one another. RedDoor also allows me to grow professionally – they’re big on continuous learning, and I’m able to pursue certifications and training that help me stay sharp in my role. Plus, the variety of customers we work with means no two days are the same, which keeps things interesting!

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