Staff Profile: Luke Ridgway

This month we talk to Luke Ridgway, one of Magicard’s Technical Support Engineers. If you’ve ever needed assistance with your printer, the chances are you will have spoken to Luke or one of his colleagues based in the UK headquarters.

Tell us about your career history to date:

In a word: Diverse! I spent a number of years working abroad teaching sailing, windsurfing, wakeboarding and other watersports which enabled me to live in and experience various places around the world.

Then it was time for a bit more education at University and which is where I met my Wife, and continued onto some real employment as a Field Service Engineer.  This gave me the perfect background to later join Magicard Technical Support – as you need to be an all-rounder in this position.

How long have you worked at Magicard?

I’ve passed my first milestone, I’ve now been part of the Magicard team for well over five years, in fact it’ll soon be six.

What does your job role involve?

We provide worldwide Technical Support for an expanding range of printers and software to our network of Dealers, including their own distributors and end users directly. This is via web created cases from magicard.com, email and phone.  We also maintain our fleet of loan printer stock to fulfil the industry leading Ultra Cover Plus Warranty on our professional range of printers.

This is the day to day, but behind the scenes, we also create and deliver technical training, get involved with the software and hardware development where we can offer experience from the coal-face.  We tend to sit pretty centrally within the typical business departments – hence why the ‘all-round’ nature of our support engineers is so successful.   I also administer our support system here at HQ which is running really smoothly, but I still fine tune here and there.

What are the biggest positives about Magicard as an employer?

I have worked in a diverse range of companies and positions… As an employer, Magicard is head and shoulders above the rest.  Since the LDC MBO of Magicard from Ultra Electronics, I think the Senior Management Team and HR have been able to apply the investment from LDC.  We have seen many improvements in equipment, workspace and benefits which will no doubt fuel the team for growth which we are already experiencing as a company.

Is there a particular project you’ve enjoyed working on the most?

I have been involved with many different projects over the years, big and small, and each has been interesting and challenging.  The main thing I enjoy is helping our customers resolve any issues or concerns they have.  Through my previous experience coupled with the ongoing training from all departments here at Magicard, we regularly receive excellent feedback for our quick and precise support.

Where do you see yourself in five years?

The company is growing and I am keen to grow with it, so who knows what opportunities will arise as we grow and expand our range of product.