Ryan Green

Since 2021, I have worked as a Remote Support Engineer, supporting the Ministry of Justice. Initially working for Webhelp, my role was TUPEd across to the Ministry of Justice in March 2023, where I have worked internally.

The role is very demanding and requires a lot of diligence in order to excel, but it has provided me with many invaluable skills throughout my time working here.

The role includes such responsibilities as taking on and managing a broad selection of incident and request tickets, and resolving them under an SLA. The role is an extremely demanding role, and resolving a large pool of issues in a proficient and timely manner is one of the main responsibilities of my job. I work in a workstream of other Remote Support Engineers, and although we work individually when dealing with tickets, we work in liaison as a team to share experiences, offer assistance, and suggest improvements to make the role as proactive as possible for all involved.

In 2017, I started my first job at ATOS, working as a 1st line support engineer. The clients we supported were INSS and DWP PIP. The job was entirely a customer-facing role, and customer support skills were a primary skill that I had developed by doing this role for such a long time. The majority of the working day was spent on the phone taking inbound calls and being able to manage not only the issue but also the user in a timely and thorough manner. Ticket logging was a prerequisite of each inbound call received, and it was necessary that each ticket captured as much information as possible, as well as being able to ask the correct questions to triage the fault.