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What Really Makes A Great IT Support Technician?

I started thinking about what it means to be a great IT technician. As one of my now roles, IT technician was thrust upon me, among other things, by choice. Primarily because I enjoy it, and so it got me thinking, why do I love it so much? Over the years I have worn the hat of support specialist, web...

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articles

The Power of Empathy in Business: A Lesson in Leadership The Power of Empathy in Business: A Lesson in Leadership

In the frenzied world of entrepreneurship, where deadlines loom large, and expectations soar higher, it’s all too easy to forget the heartbeat of any successful venture – the people. As business leaders, we set goals, outline tasks, and often find ourselves bewildered when these plans don’t materialize as expected. But what if there’s a crucial element we’ve been overlooking? What...

Jon Brown

Jan 10, 2024

articles

What Does It Really Mean to Be “Senior” in Your Job? What Does It Really Mean to Be “Senior” in Your Job?

I have a lot of friends in the job market right now, and we’ve been having some interesting conversations about a title that comes up again and again: “Senior.” It’s one of those words that carries weight when you first hear it—implying a certain level of mastery, trust, and authority—but the more you look at how it’s used in practice,...

Jon Brown

Aug 9, 2025

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podcast

Beyond Money: The Journey of Learning, Growing, and Creating Opportunities in Business Beyond Money: The Journey of Learning, Growing, and Creating Opportunities in Business

I didn’t realize the monster I had created. Every time I would go outta town, I’d still be fielding phone calls, doing remote support by phone. There was no real plan in place for handing the reins to somebody for a while. So that was my big motive to grow my team. How did you handle that? Did you grow...

Jon Brown

Apr 17, 2023

podcast

How SMS Can Revolutionize Your Client Assistance - Here's Why How SMS Can Revolutionize Your Client Assistance - Here's Why

The last question on that I have is, what do you do for those off hours? Do you have a expressed service level agreement or any kind of after hours support, or is it just a case by case thing? So we’re nine to five Monday through Friday, and we’re still maintaining that those operating hours, if it’s an extreme...

Jon Brown

May 27, 2023

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What Really Makes A Great IT Support Technician?

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What Does It Really Mean to Be “Senior” in Your Job?

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