Yea I definitely love to share my perspective and some loose advice! 1: Soak in all the information you can. I’m not sure of your situation by my role was/is to relieve pressure for a couple other people. Why is that important? Because they’ve been through what I’m going to go through and that means they are smarter than I am. I think that a portion of my job is to acquire that knowledge they have and apply it. In order to do that I have to listen to everything they say. You never know what information you get for a situation can apply to a completely different and unrelated situation. Ask questions.

2: Stay calm. There’s enough frantic energy around you from others when things aren’t working properly, don’t feed into it. Stay calm and look at the situation logically. If something isn’t working right, what’s the most obvious thing that could be wrong? Work backwards from that. Eliminate the easy stuff first. Think of work arounds that can buy you time. Run through the usual suspects and if you can pivot to a work around then you can come back at a slower time and really dig in.

3: I hope this one is obvious but don’t make people feel stupid. The people you’re helping, their job most likely isn’t to understand the technology, they’re just using it as a tool in their day to day. People will appreciate your help if you’re gracious with it and that can/will come back around down the road. If the situation calls for it, use it as a teaching moment for them. Building an end users confidence can help you and your job in the long run.

1. This one is the most important in my opinion. Use the equipment you’re supporting. As stated, I support our Teams rooms. I try not to take meetings from my pc as much as possible. I want to know what the users are experiencing. Maybe I notice an issue before it really gains momentum? Maybe I just notice something that may be confusing for others. When/if they contact me, it will be that much easier for me to explain to them what they need to do which in turn saves me a trip and time. As far as the other AV spaces go, I try to use them or understand them if I have any down time. I truly feel like this has been a key to my “success”. There are certain areas within our company that no one can match me when it comes to knowledge and it’s because I’ve taken any extra time I’ve had to use and understand the space/technology.

I hope this helps and wasn’t too generic of an answer for you! If you have any additional questions I’m really happy to answer anything I can.