Eclipse Internet Blog

Name – Nick Shepperd
Job Title – Senior Technical Support Analyst
Company – Eclipse

Tell us a little about yourself/your business.
I work with Technical Support at Eclipse Internet in Exeter, we offer residential and business connectivity solutions. We also offer a wide range of additional products including Backup solutions, Hosting platforms and CPS telephony services.

What do you enjoy most about your job/role?
I love the variety of my role, I spend a large part of my role helping technical support agents, but also talking to internal and external customers, writing training for the technical support team and adding a technical point of view to certain up coming products.

If you did not have to work what would you be doing?
Probably sailing around Britain

What is the next big thing in your market sector?
I think within Eclipse it is building on the success of ADSL 2+, improving our Hosted products and moving towards better self help systems for our customers.

What are your biggest business challenges?
I would say with the current economic climate it would be offering a market leading product so customers don’t even consider leaving.

What has been the key to your success?
I would say hard work, perseverance and going the extra mile everytime

How did you end up in your current job?
I joined Kingston Communications in 2006 as a Technical Analyst, I worked hard on being one of the top call takers. I then became involved in long term fault resolution. I then moved onto training technical staff. In March of 2008 I applied for Senior Technical Analyst and was successful.

What is your work ethic?
I try to keep it simple, you’re here to work 9 – 5 so do that to your best of your ability but its also important to enjoy what you do.

What do you see yourself doing in 5 years time?
I see myself progressing to Team Manager as man management is something Im very passionate about.

If you ever lost all your data – what would you do?
I have hundreds of photos from University which if I lost I would be really gutted. I make sure I back them up regularly

What would be your one piece of advice to other businesses?
Always consider backup systems. If you rely on your broadband consider a second line, if you have important data that is key to your business make sure its backed up and if you need to share documents consider something more dynamic than emailing each other.

What is your favourite business gadget/piece of technology?
I would have to say Hosted Exchange, I can get my email anywhere without requesting it. Just appears on my phone. Ideal!

What words or phrases do you most overuse?
Basically

My biggest extravagance is…..
Probably my mountain bike, which isn’t really that expensive but there you go.

Which business website/book would you recommend?
St.tstools.co.uk

Which individual has had the most influence on you?
I would say my direct line managers. I have been very lucky in my progress at Eclipse and a lot of that progression is down to there help and support.

How would your business colleagues describe you?
I would like to think as a friendly, approachable but driven member of the team

What superpowers would you have?
Would have to be the ability to fly

What moment in your life has made you feel ‘over the moon’?
I guess my graduation from University. Its something Im very proud of.

What has been your greatest achievement to date?
Probably University completion

What is your biggest bugbear at work?
People wanting something for nothing. You get what you work for.

What is your unfulfilled ambition?
To complete my Masters, its just a matter of spending the money to get it

What is currently on your iPod?
I don’t have one, much prefer Creative MP3 players, I would say I like a bit of anything.

The three things you would take to a Desert Island?
Lord of the Rings books (you can waste a lot of time reading them)
My Bike
Unlimited supplier of Tropicana