Mercy Okenyi – Managed Service Technician

How did your career journey begin at Xperience?  

 I started my career with Xperience in January 2023, joining the team as a Managed Service Technician (Level 1). The role involves me working as part of a structured engineering team to provide Level 1 support to our clients and colleagues in relation to Infrastructure IT and Cloud Services.  

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

Day to day, I work on a range of issues for our clients, and it’s my job to identify the best and most effective ways to solve the issues. It’s important that we make sure our clients get the best assistance possible, so I resolve incident tickets as quickly as possible.  I might be able to address the issues straight away, or I might have to triage the ticket and gather more information from the client about the issue in order to work on it. There are also times when I escalate tickets to Level 2 and 3 Engineers, and that’s a great chance to learn from more experienced colleagues.  

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

 I believe providing excellent customer service is the most crucial requirement to be successful in my position. It’s a common misconception that you need to be an IT expert to thrive, but you can learn IT skills. It’s the people skills that are crucial and a problem-solving mindset. In addition, my ability to communicate with others is what helps me provide excellent customer service.  

The time I have spent with Xperience so far has been really interesting. I continue to pick up new skills every week with the assistance of my coworkers and through the training offered. 

What do you like most about working for Xperience?  

I like that Xperience focuses on the outcomes for the customer over where you work. The company’s approach to hybrid working is to work where you work best, and flexibility is what I value most. To avoid a long commute, I work from home three days a week, and this is great for a work life balance. I also get on well with the colleagues I work with, they are all so creative and skilled, so working with and learning from them is always a pleasure. 

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

Xperience is an excellent place to work, they support and care for their employees while also encouraging us to advance within the organisation. Everyone is valued at Xperience, and we focus on doing the job effectively through collaboration.  

What are your expectations for the future at Xperience?  

My goal for the future at Xperience is to advance professionally while also expanding my skill set in my current position. I hope to progress from a Level One Technician to a Level Two Engineer, continue expanding my knowledge, and eventually move up into higher positions. I would also like to achieve industry recognised qualifications in the long run.