Interview with Mario Hoffmann, IT Technician for Exigo. With 12 years of experience in IT System Administration and End User Support, he shares his vision about IT: a mix between Support/System Administration Project Management is the key.

Thanks to your experience in IT, what is your vision?

IT will change from traditional Client Server Computing into Cloud Computing. Access from everywhere with the Look and Feel of a local Inhouse Client will be the key.

How did your work evolved?

Thanks to my IT bandwidth, themes like Technical Presales, Project Management and Cloud Services are becoming more and more important.

What is your vision of the perfect customer/IT support?

IT should support the End Users in all their daily tasks and needs. Business defines the individual process flow and direction/priority. IT has to transform these needs and provide the services.

What is the importance of certification?

Certifications are just “nice to have”. However, I prefer to work with hands-on partners who have real experience.

How did you pass from technician to Customer Support?

I see myself more as an IT all-rounder. In all my positions, I have noticed that a mix of Support/System Administration and also Project Management was the key.

You install software and hardware and you maintain it, what is the hardest and the easiest to do?

If you work in a professional environment you get all the needed tools to fix the daily issues like Hardware/Software and the direct lines to 2 or 3 level support. This is what makes the difference.