Sonia changed her life when she decided to move to Bulgaria and to start a career at Sutherland. She took every development opportunity that Sutherland offered including tranings and internal career change options. Starting as Technical Support Consultant, Sonia moved in the Training team and continued her development by now becoming an Enterprise Technical Support Engineer. Read all about her career path at Sutherland.
- Tell us what your position is and a few interesting facts about you.
I have just started as an Enterprise Technical Support Engineer at Sutherland for a company, providing solutions for backup and recovery. I came to Bulgaria 2 years ago, as I was curious to live in the native country of my mother and only knew it from my summer holidays at the village.
In my search for a new job, Sutherland contacted me and offered me a position as a Technical Support Consultant. A few exciting weeks later filled with lots of changes for me, I was living in Bulgaria and started a new job in a totally different area.
- What are the responsibilities of an Enterprise Technical Support Engineer?
At my new position as Enterprise Technical Support Engineer I communicate mainly with system or data administrators, who are either direct customers or who provide administration services to their customers. My job is to assist them with technical issues related to backing up or restoring the customer’s data in mixed physical and virtual environments.
In order to be able to provide support, I need to do a research, understand the problem, and fix it. Issues might be related to the customer’s environment, missing permissions on the domain controller, broken databases and many more. For a newbie like me, the field is quite complex and challenging.
- Tell us about the project you worked at as part of Sutherland and the project you are part of now.
I started at Sutherland in March 2017 in a project supporting a company which provides video conferencing, online meetings and support session solutions. The customers, which I was communicating with, were end-users, middle-sized companies, as well as global enterprises, using the product daily. My tasks included first level technical support, as well as assisting the customers in any administrative issues like questions on contracts, invoices, refunds, complains, and providing guidance on how to use the product.
After approximately a year at the project, my team manager offered me the opportunity to take over the trainings along with another colleague. I enjoyed it very much. I was extremely glad to take over more responsibility within the team, to prove my skills and to make some changes in the training structure for our new-hires.
I have to say that I am very grateful to my team manager who gave me the opportunity to develop my skills in the project.
I moved to my new position as an Enterprise Technical Support Engineer approximately a month ago. It is a solely technical position and we do not provide support for administrative issues, as I did in my previous position.
- What languages do you speak?
I grew up quadrilingual, speaking German, English, French and Bulgarian.
- What are the challenges you face?
My new position incorporates a vast amount of technologies such as virtualization, networking, Windows server administration, storage devices, storage technologies (such as deduplication) and many more. Understanding all of them in a timely manner is the challenge I am currently facing. To understand more, I do a lot of research on the internet, watch specific technology-related trainings, research existing cases or do a search in specific help sites. I can also ask for some assistance from our trainer, as well as our Subject Matter Experts and all experienced colleagues.
- Tell us about the atmosphere in the office.
My colleagues are very professional and focused. The atmosphere is very friendly, and I know that I can always ask for help or consultation on a case. On top of that, the office is great! It is new, located on the 7th floor, very bright with a splendid view.
- What trainings did you had in the company?
In the past, I took part in the Team Manager University at Sutherland and the Train the Trainer course. Both helped me develop self-confidence and gave me a perspective into different roles at Sutherland. What I enjoyed the most was meeting and working with other colleagues from Sutherland with a very positive mindset. For my role as a trainer in my previous team, the Train the Trainer course was very helpful, as I received an insight on the key success factors in a training.
Right now, I am just about to finish the first round of trainings in my new role as an Enterprise Technical Support Engineer. This includes lectures with our trainer, who is very patient and will answer all our questions and doing lab exercises on a Virtual Machine to get to know the product.
- What’s the best thing about your job?
I am an engineer in Architecture by diploma, so computer technologies are a completely new field for me, even though I used a lot of software technologies for architecture (mainly CAD software). The best thing for me is that I can gain knowledge in a new field of technology, which has always been fascinating to me.
- Tell us about the clients you are communicating with.
The clients are usually system administrators or in a similar position. They are responsible for the backups of small and big-sized companies. They are professional and polite, but also very detail-oriented and demanding.
- What skills are needed to be a good professional in your position?
With regards to communicating on daily basis it is helpful to have good soft skills. Most of all, it is necessary to have broad knowledge on different technologies and to be able to analyze, research and make conclusions.
- What technologies do you use daily?
I use Corporate Backup, Virtualization (VM Ware, Hyper-V), Window Servers and Server Administration (Active Directory, Exchange, SQL, File servers to name a few, Networking, Storage devices (NAS, SAN, tape drives, tape libraries), storage technologies and so many more.
- What is the most important quality for a specialist who wants to work in your position?
I think it is important to have basic, technical understanding and most of all, to be willing to learn.
- Why did you choose Sutherland?
Sutherland made me a great overall impression. The beautiful office space, the facilities, the social benefits package were not something extraordinary for the company. People there consider all these things as something normal and they feel balanced, secured and stable.
Also, I met the right people at Sutherland and I am glad that I had the chance to take many personal and professional development opportunity such as trainings and career change options.