Meet Gurpreet Nucleus IT Support Specialist

Our IT Support team makes up the largest department at Nucleus. We’ve organized it into PODs and while many Managed Service Providers (MSPs) don't adopt this model, we think it strongly connects us to our Clients. In this month’s employee feature, we sat down with Gurpreet from the Foxtrot POD to learn about her background and what it’s like to be on the Nucleus IT Help Desk.  

How did you end up at Nucleus?

I came from India where I completed my Master’s Degree in Computer Science. I started my career in educational institutions in non-technical roles. After my marriage, my husband and I decided to immigrate to Canada in 2018. I always dreamed that once I arrived in Canada I will start working in IT.  

My first job was at an Amazon Fulfillment Centre. While I was employed there, I learned about a job placement program with NPower Canada, a Non-Governmental Organization (NGO) that creates pathways for young adults to launch meaningful and sustainable digital careers. I secured a contract job with a MSP as a Tier 1 System Analyst with assistance from NPower. After my maternity leave, I returned to that MSP as a System Consultant.  

What’s unique about Nucleus’ workplace culture? 

When I looked at the website, I felt right away that Nucleus was different. I felt so much positivity. 

At Nucleus I have also completed numerous certifications, including Azure Fundamentals (AZ-900), Microsoft: Security, Compliance and Identify Fundamentals (SC-900) and my recent Egnyte certification. I am currently preparing for MS-900 and AZ-104. 

What’s your typical day like?  

I like to plan my day. The evening before, I check my ticket queue and schedule my client follow-ups and other assigned tickets that don't require client communication. When I start my day, I check my calendar and focus on my assigned tickets. If there are no new tickets to resolve, I look for urgent tickets on the service board. I also take the phone queue to handle tickets immediately, so clients don't have to be transferred. 

What is your most memorable work moment?  

For me, I always look at the bright side of my work, so I have had so many memorable moments with clients. I enjoy helping clients resolve their IT issues in real time. If a complicated issue arises, it motivates me to do my research and get to the bottom of it. I love it when I solve an issue and the client says: “oh, how did you do it?”  

I have one client that I have worked with quite a bit over the years. One day I was working on an Egnyte issue and when she logged in the next day, I called her, and she said to me “Whenever you call me everything just works fine.” This makes my everyday work memorable. 

What is the most beneficial perk we offer?   

Working remotely from home because I get to see my family more. We also have an appointment allowance at Nucleus so I can take time away for my son’s appointments.   

I do not excel in micro-managed workplaces and working from home has given me the freedom to work in my space and have a balanced professional life. 

What’s your favourite aspect of working at Nucleus?  

I have had the privilege to enhance my technical skills due to the numerous opportunities presented to me. I have been assigned tasks that I have never tackled before, and I have been given the freedom to work on them without any supervision. The trust and confidence shown by my Team Manager and colleagues have enabled me to rely on my instincts and solve problems efficiently. When I first joined, I lacked knowledge of workstation setups and using complex architectural applications. However, with the support system provided by Nucleus, I have progressed significantly. 

What are you most passionate about when it comes to technology?  

I love resolving issues. If something complex comes up, I take it as a learning opportunity and put in all my efforts to not only resolve it but also propose solutions on how to stop it from reoccurring. 

What tools or applications could you not live without?  

Firstly, ConnectWise tools and others such as ITGlue are a warehouse of knowledge. Secondly, Greenshot allows me to add pictures quickly, making it easier to create user-friendly documentation. Lastly, TimeZest helps me manage my time effectively, giving me greater control over my schedule. 

Tell us about Gurpreet!  

When you’re not at Nucleus what are you doing?  

I am trying to read more these days and spend most of my free time with my son. I am starting to do embroidery to test my artistic skills. 

How do you balance work/life?  

I do not get stressed from work; I go with the flow. Working from home covers most of my work/life balance because not commuting saves me over 2 hours a day so I can spend more time with my family.  

If you could pack up and travel somewhere tomorrow, where would you go?  

Punjab! To live a slow-paced life in gratitude and enjoy the simplest things life has to offer us.  

Find Gurpreet’s role interesting? Visit our careers page for current job openings.