ICT Group not only develops software for a wide variety of applications and clients but also provides managed services: maintenance and management of existing software. Johannes Sanderse, service engineer at ICT Group, explains: “We have a broad range of clients. Sometimes you work for a single client for a period, and at other times you switch between several. Once every four weeks, you’re on standby duty. That means being available 24/7 in case something happens.”
Staying Ahead of Problems
Clients report malfunctions or support requests through the system Topdesk. “The report first comes into our support desk. We only get called if the issue can’t be easily resolved,” Johannes explains.
Although the work can be ad hoc, it’s certainly not just about putting out fires. On the contrary, prevention is the key word and our ultimate goal.
“We do a lot of preventive maintenance. If something does go wrong, we document everything in a ticket. We analyze what went wrong and then implement changes so it doesn’t happen again. That’s how we eliminate the moments when things can go wrong.” This approach pays off. “We can often show clients: look, before we got involved, there were X malfunctions per month. Now there are far fewer. That saves the client money and stress — and it gives us great satisfaction.”
Collegiality is Invaluable
Both engineers agree that being on standby is manageable alongside their private lives. “Occasionally you’re making sandwiches for your kids before school and resolving an issue at the same time,” Johannes laughs, “but fortunately, we help each other out as colleagues. If I really can’t manage at that moment, I can count on someone else stepping in. That teamwork makes the job much more enjoyable.” Christiaan adds, “If a colleague happens to be closer to a client with an urgent issue that requires an on-site solution, we easily coordinate who picks it up — even outside of regular service hours. We support each other whenever needed, which makes the work manageable for everyone.”
Service-Oriented and Determined
When asked what personality traits are useful for a service engineer, the men don’t hesitate. “Being service-oriented,” says Christiaan. The relationship they build with clients over time is an important part of their job satisfaction.
You're not just the technician, you also need to be a strong communicator. You must be able to explain technical issues in a way the customer can understand. This helps reassure them, especially during emergencies. And when something is particularly complex, you need to show perseverance.
Johannes adds, “Being stress-resistant helps too. You need to be able to react quickly when the phone rings without panicking. That can be tough for some people, but I stay calm, handle it, and then continue what I was doing. It also helps that we can now fix many things remotely.”
Working at ICT Group’s Managed Services is diverse, responsible, and never boring, both agree. It demands flexibility, team spirit, and technical curiosity, but it also offers freedom and a strong sense of camaraderie. Above all, it’s deeply rewarding. “You have to enjoy solving puzzles. No two days are the same. But together, we always find a solution,” Christiaan sums up his job.
