Charles Anunciacion – ECHO’s First Line of Defense

Charles Anunciacion

Charles Anunciacion – ECHO’s First Line of Defense

We’ve been doing the ECHO Star blog series for a few months now, and with each new post, we have tried to reacquaint both you (our clients) and us with some of the amazing people that work at ECHO. These are the people who always go the extra mile to ensure everything goes smoothly and all goals (yours and ours) are accomplished successfully. 

Charles Anunciacion (or Chuck as he is popularly and fondly known as), a dedicated Service Desk Engineer, is our ECHO Star this month. Chuck has proven to be reliable, hard-working, easy-going and someone who consistently delivers high-quality results, time and again! Any time, any place, anything – Chuck is there and ready, with no complaints. He is the “safe pair of hands” at the Service Desk that ECHO and our clients are all used to relying upon. And most importantly, he goes above and beyond to ensure client satisfaction. We decided to get to know Chuck a little better and here is what the conversation was like:  

Vashti: Let’s, start with ground zero. What are the three traits that define you?

Chuck: I think the three traits that best define me are: 

  • Always eager – I love what I do and hence always look forward to solving problems. 
  • Always calm in stressful situations – If there is a problem, there is a solution. Staying calm helps me get to that solution quicker. 
  • Perceptive of people and situations – Being perceptive of people and situations is one of the first golden rules of working as an IT Service Desk Engineer. I have to constantly solve IT problems for clients, sometimes the issues are small and sometimes they are very serious. In either situation, a major part of solving the problem involves reassuring the client and letting them know that you have it all covered. And you can do that effectively only when you can promptly gauge both the issue and the client. 

Vashti: Wow, I would’ve never thought that perceptiveness was an all-important trait in your line of work. So, did you always want to be a service desk engineer? 

Chuck: Not really. I’ve always had a knack for it, but I only realized a few years ago that I wanted to make a serious career out of it. We have a family business – an electronic repair shop. I learned the work quick and worked there for 7 years, and that’s where I fell in love with computers. At the shop a lot of my work revolved around hardware but with time I realized that that I wanted to do much more. So, I decided to go to school after which I ended up interning at ECHO in 2015 and once the internship ended, they hired me. It has been five years since.  

Vashti: That’s an interesting story. So, tell me a little bit about what you do at ECHO. What is a typical day like for you?

Chuck: I have this analogy for the Service Desk. We are like the marines. Always at the frontlines, taking the bullets and doing all the legwork. We do get back up from the team when things get out of hand, but we try not to let issues escalate to a point where we need backup.  

As far as day-to-day work goes, a typical day for me involves answering phones and dealing with mostly end-user help tickets – resetting passwords, outlook issues, troubleshooting, etc. Sometimes there are bigger issues as well like power outages or the internet going down, in which case we have to work as a team to deal with the issues and maybe even get backup (depending on the severity of the issue). 

Vashti: Who or what inspires you the most at ECHO?  

Chuck: That’s easy – my “day one” teammate James constantly inspires me. It’s tough when you don’t have a teammate to support you. But with him I always have someone to turn to, go over issues with and rely on. Especially in situations where I have been trying to solve a problem for a while and not getting anywhere, it is great to have James take a fresh look at the issue. We’ve got each other’s back. 

Vashti: Speaking of ECHO, what is your favorite thing about working at ECHO?

Chuck: There is a combination of things that I love about working at ECHO. To start with, I genuinely think that I am working with the best team possible. There is a lot of flexibility here at ECHO when it comes to hours and where you work from. And lastly, we have one of the coolest CEOs.  

Vashti: To wrap this up, I have one last question for you. What is your advice to someone looking to pursue a career as a service desk engineer? 

Chuck: As a service desk engineer, your day can go from routine to demanding or stressful in seconds. But if you enjoy working with computers (or systems), solving problems and don’t panic in stressful situations, then it’ll always be a fun rollercoaster ride for you. Remember to focus on things you enjoy and love to do and everything else will just work out