Case study

Technical helpdesk support engineer — Arkadiusz Cichy

Arkadiusz studied for a BSc in combined engineering at Coventry University and now works as a technical support engineer. Find out more about his role

How did you get your job as a technical support engineer?

I was employed as a technical support engineer in my previous job and was ready for a new challenge. I applied for the same position at Mills CNC and luckily for me, I was offered the position.

Why did this area of work appeal to you?

Working as a worldwide field service engineer I realised that my skills and experience would be useful in a technical support engineer position. My role with Mills CNC also gives me the flexibility I need in a job in order to successfully complete my degree, which was incredibly important to me.

What is a typical day like as a technical support engineer?

A typical day on the helpdesk can be extremely fast-paced. There is never a dull moment. We have a steady and sometimes constant stream of calls and emails to answer, all of which demand urgent attention. 

What part of your job gives you the most satisfaction?

There is no time to stand still or get bored, which means that my job always feels fresh and exciting. 

What are the challenges?

The biggest challenge by far is to please all parties at the same time - the customers, the engineers and management. It's a bit of a balancing act.

What qualities do you think are important for a technical support engineer?

To succeed as a technical support engineer you must be very well organised and capable of adapting to sudden changes. You must also know how to stay calm in a stressful situation and manage your stress well.

What sort of training/development have you received?

Since I have joined Mills CNC, I have received M/G code basic lathe programming training and attended training courses for a few different controllers. Mills CNC offer a lot in the way of training, even boasting their own training academy, however you learn something new every day in this position - even when you are not attending any training courses.

How do you use your degree in your job?

I have completed a technical degree and 70% of my job is technical skills. During my degree, it was heavily embedded in my head to always ask 'why?' Questioning everything helps incredibly with technical fault finding - especially when working with customers and engineers over the phone.

What are your career ambitions?

My ambition is to be promoted to a service engineer position. I also want to continue building up my skills and experience so that one day, I can hopefully become a technical director.

How has your role developed?

Recently, I have been pulled out from my technical helpdesk role and I have been asked to coordinate and develop the servicing department, which has been a really interesting development for my role.

What advice would you give to other aspiring technical support engineers?

My advice would be to always work as a team. I would also advise you to get to know yourself and really become aware of your strengths and weaknesses, playing and working on these.

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