It’s hard to believe that I’ve already spent a year working as a Support Engineer at Simwood. When I first joined, I was looking for a more technical, hands-on role—something that would challenge me and allow me to grow in a tech-focused career. Looking back, I can confidently say that I made the right choice. My journey here has been full of learning, growth, and the satisfaction of knowing that I’m helping to deliver top-tier service to our customers, all while honing my own technical skills.
Learning the World of SIP
One of the most interesting aspects of my role has been learning about Session Initiation Protocol (SIP). Before joining Simwood, I had a basic understanding of VoIP technology, but diving deep into SIP has been a game changer. SIP signalling, in particular, is a fascinating area. It’s the backbone of VoIP communications, handling the signalling and control of multimedia communication sessions like voice and video calls.
In my day-to-day work, I’ve had the opportunity to master the various tools we use to diagnose and resolve SIP-related issues. From interpreting SIP traces to identifying potential issues with signalling, every day has been an opportunity to learn something new. Whether it’s troubleshooting one-way audio, call drops, or helping our customers configure their systems, the ability to dig into SIP signalling has been invaluable.
A Variety of Customers, A Variety of Challenges
One thing that keeps my job exciting is the sheer variety of customers I work with. At Simwood, we serve everyone from end-users with small VoIP setups to carrier-level customers who manage large, complex networks. This variety means that no two days are the same.
Some days, I’m helping a small business owner troubleshoot their phone system; on other days, I’m working with carriers to ensure their SIP trunks are functioning smoothly. Each interaction brings its own unique challenges, and being the first point of escalation for customer issues means that I’m constantly learning to diagnose problems across our systems. Whether it’s understanding how our various platforms work or how they interact with external systems, I’ve had the chance to dive deep into our technology.
I’m also the “American/Canadian-sounding guy” that customers might recognise when they call in. It’s kind of funny how often that comes up, but I like to think it adds a personal touch. My goal is to always be that friendly, reliable voice that customers can count on to help solve their issues—no matter how complex.
The Importance of Curiosity and Teamwork
Simwood has been a great place for someone like me, who loves to be curious, creative, and investigative. One of my favourite things about working here is that I’m encouraged to ask questions and explore different approaches when solving problems. This curiosity is often fueled by conversations with my colleagues, whether it’s our CEO Simon, our CTO Charles, or our Level 3 engineers like Fred and Jakob. I regularly pick their brains, seeking advice or looking for new ways to tackle challenges.
Our team culture promotes collaboration and the sharing of knowledge. It’s incredibly empowering to know that if I ever hit a roadblock, I have a supportive team of experts I can turn to. That’s not something you find everywhere, and it’s one of the reasons I’m so happy to be at Simwood. Our operations manager Victoria is also a great source of guidance, helping me navigate both technical and non-technical challenges.
A Forward-Thinking Approach
What sets Simwood apart from other companies is its forward-thinking approach. We’re not just focused on solving the issues of today—we’re constantly looking ahead to where the industry is going. We actively seek feedback from our customers and use it to inform our development and growth strategies. This isn’t just about making quick fixes or reacting to problems; it’s about carving out our own path and building solutions that will stand the test of time.
It’s refreshing to work at a company that values long-term thinking. We’re always striving to deliver the best possible service and experience, using our systems and software to achieve that. But more than that, we’re also thinking about where the world is heading and how we can continue to be a leader in the telecoms space.
Outside of Work: Video Games, Anime, and TV Shows
Of course, there’s more to life than work, and I’ve made sure to balance my professional life with some hobbies that I love. I’m a big fan of video games and anime—two passions that help me unwind after a busy day of troubleshooting. Right now, I’m watching Abbott Elementary and The Penguin, both of which are fantastic. There’s something about a well-crafted TV show that lets you escape and reset your mind, and I find it really helps me recharge for the next day.
For anyone wondering, the reason I sound American is a bit of a mix! I was born in Holland to Somali immigrants, but growing up, I watched way too much American TV and movies. That had a huge influence on how I picked up the accent. Plus, I never really wanted to develop a Bristolian accent(for obvious reasons), so the media I consumed shaped how I speak today.
Looking to the Future
As I move into my second year at Simwood, I’m excited about what the future holds. There’s still so much to learn and so many ways to grow in this role. I’m looking forward to continuing to develop my skills, both in VoIP and beyond, and contributing even more to the success of the company.
In the meantime, I’ll keep doing what I do best: helping customers, solving problems, and continuing to ask questions. If you ever need support from Simwood, you just might end up speaking with me—the guy who sounds American or Canadian but who’s always happy to help.
Here’s to another year of learning, growth, and great customer service at Simwood!
