I was not expecting this statement when I asked our new colleague Mirac to answer a few questions about working as a Linux Support Engineer. Read this statement yourself . We hope you enjoy it!
You have been working at Univention for two months. What motivated you to apply for a job as a support engineer at our company?
The motto “be open” made me curious. I asked myself whether such a company could really exist. So I just had to find out for myself. I didn’t even know what I was getting myself into 🙂 .
That’s why I really wanted to work in support for Univention. It’s my desire to help other people through my knowledge and skills. That’s precisely what I can do here with full passion.
What makes your day-to-day work in support so exciting?
Many things. Understanding and using the various programs and systems of our product Univention Corporate Server (UCS). I also find the customers’ problems pretty interesting. Understanding error messages and working out a solution for the customer interests me a lot. It constantly expands my knowledge, which I can use to improve the support and Univention itself. I love learning and using this knowledge to support others and make a difference.
What does a regular working day look like for you?
A regular day starts with checking whether new tickets have been submitted and analyzing them. If I have sufficient knowledge, I can process them directly. Otherwise, I search for solutions via our helpdesk articles/manuals and bug reports. If this does not solve the problem, I post the problem cases in the respective channels of our internal chat. I always get support here, and in most cases, I get good feedback.
If exceptionally no solution can be found, we turn to the developers’ consultation hours. Together with the developers, we work out solutions for particular problems. In the case of complex issues, we create our own helpdesk or knowledge base articles to proactively provide customers with information. In other words: Every day, I rush into the highly modernized office full of ambition and expand my skills.
What makes Univention stand out to you?
Be open and have a free spirit. The feeling of being welcomed so openly and warmly every day cannot be put into words. The most impressive thing about Univention is the vision and passion behind the product. It’s the first time that I have seen this way of thinking in a company.
What do you enjoy most about working with our customers?
The problem cases themselves and working out a solution. This allows me to constantly expand my knowledge and experience. Since UCS is so extensive and our customers come from all areas, they naturally have a wide variety of problems. That makes it a lot of fun.
What was your application process like?
My application process was honestly very informative and modern. We spoke on a first-name basis. This took away any jitters I might have had. I also liked that a test task was used to decide whether or not the interview with the team leader would happen. It encouraged me to do my best and prove myself even more.
How did you feel about the onboarding process?
Onboarding was pretty avalanche-like for me. As a career changer, it was a challenge for me that I was determined to master. Even now, I’m still in the middle of the onboarding process. On the one hand, it’s very well thought out and planned, but on the other hand, it’s also flexible. My team accounts for my learning speed and responds to my suggestions and wishes. Overall, I am treated very openly and warmly, which is very special to me.
Do you have fixed contacts if you need help?
Yes, I do. From my support team members and team leader to our HR department, which always has an open ear for me. And especially my mentor, who cares about all my questions, ideas, and problems.
How can you develop in your role as a Support Engineer?
I’m currently in the orientation phase, which is going very promisingly. How my role develops concretely depends on what I make of it. I will continue to expand my knowledge over the next few years and, thus, develop further and further in the direction of Senior Support Engineer. I will be supported in this by internal and external training courses.
Furthermore, it is always possible to get a glimpse into other areas and, if I am seriously interested, to change departments. E. g. Internal IT.
From your perspective: what should people bring along when working in support?
Enjoying to acquire knowledge yourself, understanding problems, and working out solutions. Also, an interest in different programs or systems, a love for Linux, and, ideally, open source.