HONESTY & CUSTOMER CARE: REDEFINING PRIORITY SKILLS FOR IT SUPPORT

An interview with MICT director Amanda Martins

Many people imagine having easy access to a proactive, reliable, and expert IT support service would be an unaffordable luxury.

But MICT, based in Liverpool’s Baltic Triangle, likes to buck the trend. While many other IT and tech firms are aggressively pushing the latest costly software and hardware upgrades, the MICT team takes a gentler, customer-centric approach, shaping bespoke yet affordable IT solutions for its clients, many of whom are charities and community organisations with modest budgets.  

Amanda Martins leads day-to-day operations at MICT. In this interview, she explains how the firm is breaking the mould when it comes to IT support by always being mindful of its clients’ budgets. She also points to the importance of team members’ skills and attitudes in maintaining MICT’s commitment to honesty and true customer care.

What’s the story behind MICT?

‘Tim Bold and I started working together more than 16 years ago at an IT training firm called Software Generation. We eventually branched out, forming a new company centred around providing honest IT solutions. 

This venture evolved into MICT LTD, and today, we support over 100 businesses and organisations with IT support. We also have a growing presence in VoIP, CCTV, audiovisual setups and cyber security.’

What types of job roles do you have in your organisation?

‘As well as IT support technicians, our team includes many different job functions, including customer liaison, marketing, and administration. 

Looking at IT support roles in particular, the team structure resembles a triangle. At the base of the triangle, you have level one support, which deals with everyday reactive tasks. At the pointy end of the triangle, you have level three support, which handles planning and anything unusual or complex. And in the middle, level two support handles everything in between. 

Our IT support typically unfolds in stages. The first line deals with basic issues such as password resets and simple software troubleshooting. They provide an initial triage and decide if things need to be escalated.

At the next level, second-line technicians offer more comprehensive support beyond initial contact. They tackle network connectivity problems, software malfunctions, and software set-up. They also perform onsite issue resolution. 

Finally, our third-line technicians address complex challenges like server builds, data recovery, and major system upgrades. They might manage a system migration, oversee security needs, or design a new network.’

When it comes to skills in your team, what do you look for?

‘While technical ability is essential to an IT support role, this can always be taught. When interviewing for a position, of course we welcome experience in a similar role. However, one of the most important things we look for in potential recruits is a customer-focused attitude. In our small team, flexibility is crucial; we’re after far more than the stereotypical “IT geek.” 

To maintain our ethos, we ensure the MICT team has an approach that ticks the box for our clientele, more than half of whom are in the third sector: charities, not-for-profits, and voluntary organisations, all with modest budgets. While many IT firms push constant upgrades, this doesn’t work for our customers. Instead, we collaborate closely with them to shape financially-friendly solutions. 

Some technicians, particularly at senior levels, may struggle with this lean approach, but others see it as a welcome challenge and willingly leave their ego at the door. While recruitment of the right people isn’t always easy, those eager to make a difference for our clients and the communities they serve will find a home here.’

What advice do you have for somebody considering a career in IT?

‘If you’re exploring a career in IT support, look for a company prepared to provide mentoring and training. A third-line technician role can pay more than £50,000, depending on experience, so IT certainly offers promising career prospects. Beyond IT support, web development, programming, and data analysis provide excellent career pathways.

People with good ideas who are keen to explore new horizons at work become valuable to most organisations as IT thrives on change. While the pace can be exciting, it also demands calmness under pressure—a soft skill invaluable in tech support.’

What is the direction of travel for the IT sector? Do you have any predictions?

‘We’re on the brink of an AI revolution. While MICT may not see immediate changes, it’s clear that AI could soon handle basic IT support tickets. Software development could also see reduced human involvement. 

With more companies moving data to the cloud, on-site server maintenance may become obsolete, opening new roles in cloud engineering. While the skills landscape shifts, the demand for expertise remains constant.’

Do you have any news about MICT that you’d like to share?

‘Lately, we’ve focused on supporting charities, particularly enhancing digital inclusivity for communities, making them aware of accessible funding. MICT has played a pivotal role in equipping many non-profit organisations with IT solutions that meet their needs. These groups often lack knowledge of security levels, web filters, and data protection, as well as understanding which laptops suit organisational rather than personal needs.

Oddly enough, one charity had a surplus of giant tubes of toothpaste! Another charity I visited had a good use for them and offered them something in return. This inspired us to develop an online swap shop for charities. Currently in development, the project addresses a gap where charities and not-for-profits aren’t connected for surplus donations. This initiative will directly benefit end users and minimise waste. We plan to launch it across the Liverpool City Region soon.’

MICT Ltd [https://mictgold.com/] has a diverse range of clients, including solicitors, vets, domestic abuse charities, a church, a mosque, and even another IT firm that outsources work to them. 

For more information about MICT’s upcoming online swap shop for charities, please contact Amanda.