From Support Team Lead to IT Problem Solver: My Journey at Kinetic

Hi, I'm Farhad Ilias, Senior Application Analyst at Kinetic. 👋

I've been part of the Kinetic team for just over two years, and in that time I've had the chance to grow from Senior 1st Line Support Analyst through to Support Team Lead, and now into my current role. It's been a journey I'm really proud of.

My focus is on making sure that when our customers need help, they get it quickly, clearly, and from someone who genuinely cares about getting things right. Whether that's resolving a tricky technical issue, improving how our support processes work, or helping the team grow and develop, I want every interaction to feel like it was handled with real thought behind it.

One thing people don't always expect is that my background is actually in marketing. I studied it at university, and while I found my way into the world of IT and support, I think that understanding of people and communication has shaped how I approach every customer conversation.

Outside of work, I'm all about a high-energy environment and a bit of friendly competition.

If you work in higher education technology or just want to connect with someone who loves solving problems, I'd love to hear from you!

#ITsupportjourney #customerservice #higheredtech #problemsolving #careergrowth