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Meet our Team - Jaime, First Line Support Technician

May 26, 2020 8:15:00 AM

Sarah Brady

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Meet our team

At Ajenta, we always pride ourselves in providing first class service to our users and we believe this comes from employing a great team, who work well together and create our ‘Ajenta Family’. In this series of blog posts, we will let you get to know our team a little better.

First up is Jaime Magoito, First Line Support Technician at Ajenta. Jaime joined Ajenta one year ago and has become an instrumental part of our Support team.

Prior to the COVID-19 pandemic, what did your typical day look like at the Ajenta Hub?
Primarily I would be answering the support phone line and emails, helping users to overcome any issues they may have encountered. I also ensured all V-Room hardware stock levels were maintained and was regularly out on site installing this hardware and training users on Vscene and the associated V-Room hardware.

Has anything changed now that you are working from home?
I continue to provide support to our users over the phone and email. Work remains pretty much the same albeit harder to concentrate having two kids at home. I am the “fun” dad for my eldest daughter, who keeps wanting to play when she sees me at home, so finding the right balance of work and taking small breaks to play with her has been fundamental to keep us all sane.

What do you enjoy most about your role?
I really enjoy helping solve people’s problems. Seeing a customer happy with the service we provide is always a good feeling.

What is your background and how did you decide to move into this role?
I was previously a field engineer within the Telecoms industry, but I had enough of working in the cold, rain and snow in Scotland! I have a degree in Computer Systems and Networks so thought it would a be a god time to move into a role closer to that area. Luckily, Ajenta were recruiting and I was very interested in their projects, so I did not think twice when I was offered the role.

What is the most interesting project or support ticket you have worked on?
There have been so many interesting tickets but one that stands out was working with Scottish Children’s Reporter Administration (SCRA). Reviewing the support logs, we noticed we had significant support requests from this organisation (over 40 calls per week). After working closely with their team, I uncovered an error with the meeting invites. After this was fixed, I offered to book test meetings with those users who had experienced issues. It was really rewarding to see the number of support tickets for this organisation drop significantly after this.

What are your hobbies out-with work? Any hidden talents?
As a Dad to two young daughters, most of my free time right now is spent keeping them both happy and also preparing my eldest for starting primary one next year. We are also enjoying lots of family walks….and when they all go to sleep, I try to get some time on the PlayStation!

Author: Sarah Brady

Sarah is our Marketing Manager who, responsible for creating and delivering engaging content and bringing customer journeys to life. Passionate about digital marketing Sarah drives results through innovative ideas.


Digital Teaching & Learning - Lessons from Lockdown

This webinar, hosted by FutureScot, in association with Vscene, discusses digital teaching and learning – lessons from lockdown.

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