Jemma Rouse, Managed Service Desk Engineer

Published: 7 September 2023

Jemma Rouse 

Job Title: Managed Service Desk Engineer 

Location: Bury St Edmunds 

Start date: July 2018


Jemma Rouse 7

How did your career journey begin at Xperience? 

I started as a Managed Services 1st Line Technician in 2018, having previously worked for a client, and I wanted to explore my passion for IT support further. I stayed in this role for four years and was then promoted to a Managed Services 2nd Line Engineer in June 2022. 

What does a typical day look like in your current role?  

Typically, I will always start my day with a coffee! I then sort through my tickets and prioritise them. The tickets will vary from a simple IP approval to something more complex. For example, network issues for a site that affects all users or a VPN issue that only affects one user. No two days are ever the same. 

 What skills are needed to be a successful Managed Services Engineer?  

For a Level 1 role, previous technical knowledge is needed, and you need to use your own initiative and be a real problem solver! Moving into a Level 2 role, you become a point of escalation for the Trainees and Level 1s so it’s important that we delve deeper into the technical issue and trouble shoot these to a resolution. Therefore, you need to be patient, inquisitive and always keep the customer informed as you work to resolve their issue.  

What do you like most about working for Xperience?  

It’s an all-round a good place to work. I really enjoy the hybrid nature of this role, where we get to have a few days in the office and a few from home, it’s a great balance. I also like that the company supports learning and development. I am currently working on passing the MS102 exam, hopefully that will be completed at the end of this year.  

Why would you recommend Xperience as a great place to work? 

If you’re looking for a company that is supportive and encourages progression, Xperience is the place to be!  

What are your expectations for the future at Xperience?  

I would like to see Xperience continue to grow as a company, and I look forward to growing with it. Ultimately, I would like to progress to 3rd line technician and expand my knowledge of cloud computing.  

Interested in a career at Xperience?

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