
Laura Connor, IT Support Engineer
Laura joined Star Refrigeration as a graduate, equipped with a background in Digital Security and Forensics and training from an IT Support with Cybersecurity course. As an IT Support Engineer, she manages the helpdesk, troubleshoots complex technical issues, and ensures smooth onboarding for new users. With the guidance and support of her colleagues, Laura has gained hands-on experience with tools like Active Directory, 365 Admin Centres, and Intune, while also learning to handle physical components like SSDs and RAM. She’s particularly proud of solving challenging issues, such as troubleshooting driver and BIOS problems, and values the confidence and technical skills she has developed in her role.
Can you describe your role as an IT Support Engineer and the key responsibilities you handle on a day-to-day basis?
As an IT Support Engineer, I am responsible for monitoring the helpdesk and troubleshooting the cases that appear there to reach a resolution. I also set up new users that are joining and help get their laptops ready for them by installing the image and going through the user set up. Tasks I am assigned such as updating service laptops are also my responsibility.
What did you study prior to joining Star Refrigeration?
Prior to joining Star Refrigeration, I studied Digital Security and Forensics at Glasgow Caledonian University. I also took part in an IT Support with Cyber Security course with Generation UK and Ireland.
IT support often involves troubleshooting complex issues—what’s been the most challenging or rewarding problem you’ve solved at Star?
One of the more complicated issues I have come across was when a user reported that their camera wasn’t working for Teams. When investigating, it was discovered that the drivers for the camera were not being recognised correctly. I researched the issue with a colleague and we carried out various steps for around an hour such as checking camera permissions and trying to update the drivers. While looking into the issue, I discovered that a user online fixed a similar issue by updating their BIOS. After trying this, the camera drivers were recognised, and it started working properly again.
How has Star Refrigeration helped you grow as an IT professional since you joined as a graduate?
Since joining Star Refrigeration, I have learned to resolve many different kinds of cases, from issues with Teams to a program crashing when trying to carry out a specific action. Working on the helpdesk has also helped me to learn about the different applications and systems used by Star. The support I have received in the role has been amazing and I feel like I have been able to make a lot of progress. I have also gained confidence when communicating with people which has helped me to troubleshoot issues more effectively.
Are there any certifications, tools, or technologies you’ve learned during your time at Star that have been particularly valuable?
Learning Active Directory has been really important for setting up new users and managing the groups that users are part of. I have also learned how different Admin Centres such as 365, Exchange and Intune work together to manage users and devices. Learning more about the physical components of the laptops and PCs has also been very valuable as I am now able to remove and replace parts such as the SSD and RAM.
What advice would you give to someone considering a graduate role in IT support?
For someone looking to get into IT Support, my main advice would be to not panic if something goes wrong or a potential solution does not work the way you expected. Researching the issue and following logical troubleshooting steps may help you to reach a resolution. This also applies to troubleshooting issues with your own technology at home. Learning to communicate effectively will also help, as a role in IT Support requires a lot of interaction with people in order to discuss and resolve cases. When I took part in the IT Support with Cybersecurity course with Generation UK and Ireland, there were a lot of role-playing sessions which really helped to grow my confidence with talking to people