Keiron Dunnage grew up in Barking and Dagenham. He joined Intersys as an accounts assistant, but switched roles to train as an IT support engineer. This was clearly his true calling and he recently completed his 10-year anniversary. He’s also reached an important milestone – resolving 10,000 tickets, or jobs. An avid gamer and sometime rugby player, he lives with his wife of seven years and two rabbits in a hi-tech, internet of things ‘smart home.’
Keiron, you’re the first Intersys helpdesker to complete a mammoth 10,000 tickets. How do you resolve so many, so fast?
Knowledge is power. But it’s also about working closely and directly with clients, so they know they can trust us and will take our advice. Almost daily, people are being stopped from doing something that is critical to them.
It sounds like your role is more than a technical one?
It’s about more than the fix, it’s the relationship and the communication, too. Listening is crucial. And providing reassurance. While I like to be honest and not make false promises or timelines – I never sugarcoat things – it’s also about saying, ‘Don’t worry – we will get to the bottom of it.’ There is always a way.
You’re ‘second line’ support. Can you explain to our readers where this sits in an IT support setup?
First line is first contact – getting details and applying simple fixes. Second line is the first escalation for more complicated, longer tasks. It’s still predominantly client-facing. Third line handles the longest and most difficult tasks – often backend work. I’m transitioning to third line next year. Daunting, but exciting!
You joined Intersys in a non-IT role. How come?
I drifted early on, completing two years at university and working as a bowling alley technician and fruit machine engineer. Then I picked up accounting qualifications – I was always into maths and had studied engineering – and I joined Intersys as an accounts assistant.
But you didn’t stop there?
I’ll say it honestly – Intersys did start out as just a job. But I saw the passion and enthusiasm people here showed for IT and it rubbed off on me. I had many candid conversations with Technical Director Richard Geyman about IT, and he said I would make a good IT support engineer. When I asked him if there was a role for me, he said, ‘Let’s do it.’
What kind of support have you had in developing your IT skills?
It’s been very hands-on from day one. I was put in a role where I could experience everything. It’s been a blend of on-the-job training and continuous professional development through exams. I’ve always had the support I needed.
What’s the culture like at Intersys?
Collaborative. There is not a person on our team I would be afraid to go to for assistance. We have meetings every morning and are in contact all day long. You can pick up the phone and get help. You’re never isolated. I love working here.
I also have massive respect for Richard and Managing Director Matthew Geyman. They have been so supportive. Despite the job titles, they are approachable, and I could call them any time of the day and ask about anything personal or professional. You wouldn’t get this family atmosphere in any other business I know of.
And you’ve made some close friendships?
Head of Infrastructure Yacer Sellam has been a driving factor in my development. We meet up and are always chatting – he’s very much a close friend.
We go out as a team, and have one-to-one catch ups out of work. We also do away days and have been to Wales twice. Climbing Pen y Fan was amazing. I’d never done anything like that before.
Has tech been a part of your life for a long time?
I’ve always loved gadgets, computers and technology. I still want the ‘latest and greatest’ new thing. And I like to be hands-on and get the soldering iron out. Now I’m chasing IoT smart devices – smart blinds, smart lights, washing machines and dryers. My wife, meanwhile, is not into IT – she does not touch it.
So, how’s that working out?
I’ve made the house so smart she can barely use it. I’m happy with automations 24/7, but my wife can’t put the front room lights on!
I think we’d better move on! What are your other interests out of work?
I play veterans’ rugby. It’s full of camaraderie. 80 minutes of 15 people trying their best and having a laugh afterwards.
Also, we have indoor rabbits called Biscoff and Oreo. We had a pen, but we got rid of the dining room table to extend it. They are quite spoilt!
Finally, back to the office. What does job satisfaction look like to you?
There’s the feeling of cracking a tricky problem. You press a button and it finally works. That keeps me going all day…
Read our other Staff Story with Head of IT Infrastructure Yacer Sellam.