Q&A : Caleb Charles - Desktop Support Analyst

Staff profile: Caleb Charles - Desktop Support Analyst

Location: Bristol, UK

How and when did you join SN Systems?

I joined SN Systems as a Desktop Support Analyst in August 2018. I was previously working as a Site Support Specialist for a company which specialised in the integration and application of military computer-based systems.

What do you do at SN Systems?

I work in the IT team based in the head office in Bristol. Our team focus is ensuring the smooth running of IT operations across both the Bristol and Dublin offices. Our team provide onsite and remote support to the company (onsite and remote users), as well as interacting with other external third-party vendors for hardware parts and software support.

What has been the biggest challenge during your time at SN Systems?

Being able to quickly respond and resolve IT issues for staff. In addition to the challenge of identifying the issue, we also must maintain a stock of hardware parts onsite that will cover the more common issues. Managing this process well means we can minimise downtime and disruption to our colleagues’ work. This has been made even more challenging throughout the pandemic as we now often must diagnose and fix issues remotely. This is where clear communications can be key to a successful and rapid solution. It’s all part of the job though and part of what keeps it interesting.

What do you like most about working at SN Systems?

I like the privilege of playing a part in the success of the company. The great work environment and culture that SN Systems possesses is unique and the best I’ve experienced. The opportunity to learn new skills onsite with world class IT experts has enabled me to develop new skillsets, which is greatly appreciated. And not forgetting the opportunity to travel to the Dublin office to meet and help colleagues that our team support there.

What advice would you give anyone wanting to get into IT?

As IT is a vast field, I would advise anyone looking to start a career in IT to first work out which area is of most interest to them. I’d suggest learning about Active Directory as well as how to make use of a ticketing system. I would also recommend getting CompTIA A+ certified, it is a worldwide IT entry-level professionally recognised certification. If you are looking for your first position then I’d also recommend researching and targeting local companies that offer a placement to try and gain some real-world IT experience.

What do you particularly like about living in your location?

I live in a small town called Keynsham a few miles from Bristol. The area has a great restaurant scene with very beautiful parks and views. It’s a nice place to enjoy an ice cream and relax with friends. Keynsham is also very convenient for work as the town is situated between Bristol and Bath.
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