1st Line Customer Support Engineer at Egress

Placement Year (10 Months+)
Kilburn Greater London
Review Date
£14,000 - £15,999
Information Technology

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The Role



The Role

Role Description

Taking first line support tickets and escalating them when the issue when needs to be raised internally

1. To what extent did you enjoy your work placement or internship?

I enjoyed working in Egress, they gave me a lot of work to do to so I was not sitting around doing nothing. I was made sure that I was doing the correct job by my manager an often was brought to the side to evaluate my work and also give me pointers on where I needed to improve. Even when I finished my work that I was acquired to do so, I was always given more to do/learn to enhance my skills.


2. To what extent did you feel valued by your colleagues?

The people that work at Egress are amazing, very welcoming and wanting me to get involved with activities both inside and outside of work. It was very easy to raise an issue internally and there was no problem with getting in touch with higher management if needed.


3. To what extent were you given support and guidance by management/your supervisor(s)?

From the moment that I entered the job I was provided with most of the training in order to fill my job role as a Support Engineer. Due to the nature of the role it is impossible to know everything as each situation is unique, but with the help of managers and colleagues I was given the advise to troubleshoot issues. Coming to the end of my placement I was given documentation to enhance my knowledge to move forward in my career, but due to the large amount of support that was needed at the time, I was informed that I had to progress out of work hours.


4. How busy were you on a daily basis?

Again due to the nature of the job there was always customers who needed issues to resolved, there was days such as around holidays where there was little support compared to other days where there are none stop calls and tickets to attend to.


5. How much responsibility were you given during your placement?

In my opinion you are given a lot of responsibility as it is up to you on what direction you need to go in order to resolve an issue, there is no one watching every single thing you do so you need to understand where you need going forward without constantly asking for assistance. For example you are given an hour to respond to an email, and it is up to you as the user to respond.


6. To what extent did/will the skills you developed, and training you received, assist you in your degree studies and beyond?

When I first joined I had to learn very quickly as they would like to put you into the working environment as soon as possible which is very daunting but increased confidence and after a while made me a better support engineer. I was given technical guidance to progress to the next support line, but I felt that I was not given time away from work to progress enough to but fully a part of that role, this a side I was give the documentation to progress.


The Organisation

7. What was the general atmosphere in your office?

The people in Switch support are amazing and make working here really work while. It is a very relax atmosphere and really does promote friendships. Obviously when work needs to be done the atmosphere changes but this is to be expected.


8. How well organised was the overall work placement or internship set up?

When I joined I was given an induction to to which I was introduced into the company, everything was set up for me to do my job and all training was available from the get go. From there I had to organise times for meetings, but if I ever needed something it would always be close to hand


9. In terms of personal training and development, to what extent did the company or firm invest in you?

I believed that when I first joined I really was pushed to be the best I could be in my currently role, as a placement student I was told that I was going to be on the more technical side but needed to pass the training in order to do so. As there were big changes and new people join I had to take it upon myself to find time to take my training forward, this is only partly due the environment as there was a lot of work I had to do outside of Egress that took up time as well.


10. What were the perks on your work placement?

  • Sports and Social Club
  • Company Parties/Events
  • Staff Sales/Staff Shop

11. How appealing are future employment prospects within the organisation?

I was told that Egress are looking for more than just a placement year but also an investment but I needed to show that I had skills that Egress needed to keep me on. This was a great driving intensive, especially as I enjoyed the people and the job so much. Due to changes in the company, work both inside and outside the company made it harder to find time to do the training in order to progress to that point where I would be offered a place. I do not feel that if I do not reach to this point that all is lost as I would love to work here.



12. Was there a good social scene amongst any fellow placement students/colleagues?

There are so many social aspects of Egress, there is a Kick Off once a year where the whole company comes together and has meetings about how Egress is doing as a whole. It is normally a weekend all inclusive where you can also meet other people from different countries. There are many more social events even outside of the company where people have arranged to go on nights out or even down to the pub.


13. What was the cost of living and socialising in the area you worked in?

This really would depend on the person, but as Egress is so close to where I live I was lucky to be able to live at home, the cost of going out are typical London prices but vary on what part of London that you go to.


14. What was the Nightlife like in the area you worked?

The night life in terms of clubs are not that big but that does not stop people from going into central London to find clubs to go to. Around Kilburn there are pubs that people often go to in order to go on nights out that are reasonably priced.


15. Were there many opportunities to get involved in activities outside of work?

Once every month there are work socials that everyone is welcome to attend. The activity will depend on the season, so in summer it is normally outdoor activities but also can range to indoor trampolining and many other.