A Cup of Tea With…

This month we sat down with Abdul Sharifi, our Technical Support Team Leader to talk about his role here at Vision and his plans for the future.

What is your job at Vision?

I am the Technical Support Team Leader.

How long have you been with Vision?

I started as a Trainee engineer in the field, working in and around London travelling from office to office fixing our clients MFDs.

I progressed to the role of Technical Support at our Head office in Hertford and have been with Vision for 6 years.

What does your job include and what do you do on a day-today basis?

Technical helpdesk is the first point of contact for all customer issues, anything from paper jamming to installing solutions to their MFD’s. When a client logs a ticket, we troubleshoot their issue first by phone to see if we can resolve the problem as quickly as possible without needing to send engineer to site.

We are also the first point of contact for Vision employees technical support queries.

I have daily meetings with clients or with Vision staff, from Sales to Engineers, offering technical support.

What do you find the most rewarding in your job role?

The satisfaction I feel, knowing that I have helped resolve or find a solution to client issues. No problem is too small or too big to deal with.

What do you find the most challenging in your job role?

One of the most challenging areas is ensuring we get all the necessary information from the client regarding their issue. The more details we receive, the sooner the problem can be successfully resolved.

Reflect back from Day One to now. How have you evolved in your current job?

When I first started with Vision, I had no idea there was so much variation when it comes to product and service within this industry. I assumed it was solely copy and print.

Over the past 6 years, I have learned a great deal about networking and the Software Solutions side of the business, as well as understanding individual solutions such as Papercut and Uniflow.

I have built up an understanding of the different manufacturers and feel confident that I am able to fix a majority of engineering issues, should they occur.

Working on the helpdesk has improved my ability to speak with clients with confidence.

What are your hobbies outside of work?

I am a huge football fan and play at the weekends whenever I can.  I also enjoy snooker, reading and watching movies, especially martial arts and action movies.

What is something that no-one knows about you?

When I moved to the UK I was just 9 years old and the only English I knew at that time was ABC up to E! Today am The Technical Helpdesk Team Leader.

Who do you admire most in your life?

I most admire my family as they are the ones that always put a smile on my face and motivate me to keep going, no matter what the situation is.

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