Working in Managed IT Support: Work Experience at Excellence IT

Over the last 2 weeks, we have been lucky enough to have Matthew with us gaining work experience. Matthew is a student from Cardiff Metropolitan University currently studying for a BSc(Hons) in Computer Science.


We’ve loved having Matthew with us and we hope he’s learned some valuable knowledge about the inner workings of a managed IT support company. Therefore, we thought it would be a great idea for him to tell us about 5 things he’s learned whilst being with us at Excellence IT.



Here’s what he shared with us…


1. If you’re unsure of an answer, consult a variety of options!

Often when a customer rings up, it is a general issue which can be sorted over the phone. But sometimes, a problem can occur which needs a little more investigating. In these cases, it is helpful to try and search online for a solution. There are some very helpful forums and websites where other technicians post unusual glitches and issues.

Luckily at Excellence, there are technicians, engineers, and senior engineers. Meaning more often than not, someone with a deeper knowledge knows how to solve the problem.


2. Update software and create security methods!

As Excellence IT provides cybersecurity services to clients, it makes sense that the company have their own security policies.

One of these is that software and applications need to keep being updated! I never realized that lots of security issues come from updates not being installed. Another great tip is to create security methods for your account, so you can remember how to access different accounts that all have different passwords.


3. Human error is a part of most problems

It’s been interesting for me to see how some problems have funny solutions. Sometimes when an issue with an application or program comes up, the engineer or technician know the answer straight away. However, sometimes the answer doesn’t apply to the user. If the user has their computer set up differently or uses the software in a different way, then the technical solution might not be the most appropriate answer.

Also, sometimes there isn’t a problem with the software or hardware, it could be a problem from the user’s end. For example, a user could have trouble logging in when it’s a case of the caps lock being left on. It always pays to check for human error!


4. RAM to the rescue!

One of my tasks whilst at Excellence IT was to see why a client’s laptop was operating at a particularly slow speed. After analyzing and performing some checks on the equipment, I worked with a technician and began removing some unused files from the machine. Alongside this, we looked at what software and applications were not needed, as sometimes there is ‘bloat’ that doesn’t need to be there. Since removing this the speed increased but it still wasn’t perfect.

Therefore, we decided that upgrading the RAM would be a good step to improve the PC’s performance. Once we did this the machine ran a lot better.


5. Software makes life much easier!

Finally, one of the best pieces of advice I learned from Excellence IT was about how software can help complete jobs quicker and add more efficiency to a user’s working day. Excellence IT offer software development as one of their services, meaning that if a client reports a consistent problem or issue, they can develop software to work around it.


Overall, my time at Excellence IT has been an enjoyable one. I feel I’ve learned some valuable skills and gained some great knowledge to help me on my course.

Next steps?

If you would like to learn more about what it’s like working in a managed IT service provider. Then please get in contact with us on 02920 887 362 or send us an email at

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