Mustafa Baha is the latest hire to our in-house support and managed services operation, which operates 24/7 from our Brighton office. Discover what he does, what he likes, and what he's looking forward to.
Welcome to Ideal! What's your new job title?
My job title is service centre engineer.
What will you be doing day to day?
My main tasks will be to investigate any monitoring alerts and to troubleshoot any issues that our customers report to us. This will be done either by taking support calls or responding to emails from our customers through our ticketing system. I will be working on both the day and night shifts.
The daytime shifts can become quite busy and there can be a large number of requests or incidents which need to be resolved. Night shifts are very quiet in terms of support calls and tickets. There are various firewall/data center/other checks which need to be performed, but otherwise I usually have time to study or watch tutorial videos for my CCNA (Cisco Certified Network Associate) qualification, which I'm hoping to obtain by early 2019.
What attracted you to Ideal?
The main things are that the company offers a great deal in terms of progression and also exposure to working with new technologies. Ideal are very keen on developing the skills of their staff and also promoting from within the company which is very promising for new recruits like myself. I've also found that the people at Ideal are very friendly and easy to work with. It seems like a bit of a cliché but my colleagues are genuinely more than happy to help - I tend to ask a lot of questions!
I was very nervous at my interview but both Dan (service centre team leader) and Gary (service operations director) were very understanding. Overall, the general working environment is very relaxed so it hasn't taken me long to settle in and I'm starting to feel comfortable in my role.
What are you most looking forward to?
I'm looking forward to learning more about the technologies which Ideal provide and also how to resolve complex incidents. In my previous job I took pride in knowing I could handle the majority of incidents myself, so I'm hoping to get to a similar level here at Ideal, where I'm able to take on more responsibility and resolve complex issues without having to escalate to someone else!
Tell us about your career in 100 words or less
In my last job, I spent slightly over a year working for a VOIP telephony provider. I worked in their provisioning department and also in technical support. I didn't feel as if there was much progression on offer as I would have had to wait several years for any kind of promotion. Now that I'm at Ideal, I'm very keen to improve my knowledge in networking and to obtain my CCNA certification so that I can further develop my skills.
What will be your biggest challenge(s)?
Adapting my sleeping pattern to the constant day/night shift change!
In five years, what do you hope to have achieved?
I'm hoping that I'll have my CCNP (Cisco Certified Network Professional) in five years' time. It's very early to say but I'd like to become a senior network engineer, or move into any role which is similar to 3rd line support.
What do you do outside work?
I'm currently trying to get into shape so I've been doing a lot of weight training and cardio at my local gym. I enjoy watching most sports with football, boxing and cricket being my favourites. I'm basically a huge nerd, so I'm into gaming, watching TV shows and music.
Recommend a film, TV show, game or book
I'll recommend some music instead! If you're into indie rock, you should definitely try listening to "Dawning" by DMA's.
Want to join the Ideal team? Check out our current vacancies.