Staff spotlight - Paul Lees - Technical Manager

Paul, IT is such a wide ranging subject, have you always worked within the telecoms sector?

I have, but even within telecoms this can cover a wide-ranging scale of tasks. During my eighteen year’s experience, I have been involved with most aspects within the sector, from being an Installation and Mobile Repair Technician and a Mobile Data Manager, right through to an IT Analyst. I have been with Total in my current role as Technical Manager for the last six years.

Tell us more about your working day and what it involves?

No one day is ever the same, but generally I support both our customers and internal staff in a technical capacity and research, develop and beta-test new products. As we have a myriad of products, enquiries vary greatly. However, the ever-growing popularity of ADSL and BlackBerry means questions regarding these products are becoming more prevalent. In addition, the IT team are responsible for the maintenance, upgrade and back up of nine servers and all PCs within Total itself.

Which aspects of your job do you most enjoy?

For me, it has to be assisting and solving problems for our customers. I never know what might come up and when an issue requires in-depth investigation, I get a real buzz from solving it and knowing the customer has a resolution.

Are there any aspects you find challenging?

It’s such a fast-paced industry, so keeping one step ahead with regards to new technology can be challenging. However, within the company we have regular meetings to discuss ‘What’s new’ and are continually gathering information from suppliers and partners. When I can, I also visit industry related trade shows to keep up to speed.

You have been with Total since the early days. How have you seen the company change in this time with regards to IT support?

I have to say the main change has to be with regards to size. Our customer base has grown significantly, as has the number of our own employees. This has led to the department increasing in size itself to meet these demands. In addition, our portfolio has diversified greatly and grown.

Apart from technical knowledge, which personal qualities do you believe are important when providing IT support?

The IT department is run in line with Total’s award-wining Customer Service policy but personally I believe patience and the ability to listen are vital, as are common sense, an inquiring mind and the ability to think methodically.
 
How do you interact with the other teams at Total?

We are involved in all aspects of the service cycle, both pre and post sale. Whilst many staff are able to help with a fair amount of technical enquiries themselves, we provide a direct line of support for more technical issues.

How closely do you work with our partners and suppliers?

This part of my role is key, as we work alongside them to develop and beta-test new products. From my perspective this is very interesting, but for the business and our customers it’s vital in ensuring we remain at the forefront of emerging technology. We are lucky enough to have access to extensive training programmes, which are rolled out to staff within the company. In addition, we have direct access to many of our network's systems, which means we can troubleshoot issues ourselves.

What are your predictions for the future of IT within telecoms?

I believe the average user will want to move even further towards a ‘one device’ approach for their telecoms. In an ideal world they would like the least amount of hardware, allowing for maximum usability, along with simplicity and access to multiple applications.

What is your favourite device and why?

The BlackBerry Bold is currently a winner with me. Not only is it stylish, it’s really practical too with GPS and exceptional battery life. I have also just been able to install BlackBerry App World on to it, which allows me to easily access third party applications direct from the device.

What do you like to do in your spare time?

I have just moved house, so a large amount of my time is taken up with DIY at present. However, I do like to get out and about in the fresh air with my dog, take holidays in my apartment in Bulgaria and visit family in Spain.

Which five words best describe you?

Inquisitive, Caring, Innovative, Practical and Loyal.