L2 Helpdesk Engineer at Nevtec
At Nevtec, great IT support is about more than just solving problems; it’s about people. And that’s exactly what makes Paul Santillana such a valued part of the team. With a deep technical background and a genuine passion for connecting with users, Paul brings both expertise and personality to everything he does.
A Career Built on Curiosity and Complexity
Paul’s journey in IT began back in 2009, when he started as a Microsoft Licensing Specialist. That role gave him a strong foundation in software licensing and compliance, an area that requires both precision and attention to detail. From there, he expanded his expertise, becoming a Subject Matter Expert for a UK-based ISP.
His career then took on a more global dimension. Paul worked as an IT Specialist supporting organizations across the EMEA region, including pharmaceutical and real estate companies. He later moved into Systems Administrator roles with managed service providers in Maryland and Australia, where he managed diverse IT environments and tackled increasingly complex technical challenges.
All of these experiences have shaped the well-rounded, solutions-focused engineer Nevtec relies on today.
The Engine Behind Smooth Operations
As an L2 Helpdesk Engineer, Paul is the go-to person for more advanced technical issues. He works behind the scenes to keep systems running smoothly, handling everything from hardware and software troubleshooting to network and connectivity challenges.
His day-to-day work includes:
- Supporting Windows servers and Active Directory environments
- Managing Microsoft 365 systems
- Resolving user access and configuration issues
- Diagnosing root causes of technical problems and implementing long-term solutions
Paul’s approach is simple but powerful: don’t just fix the issue, understand it, solve it properly, and make sure it doesn’t come back.
Support That Goes Beyond Systems
Ask Paul what he enjoys most about his role, and the answer isn’t just about technology, it’s about people.
He genuinely enjoys connecting with users, helping them through challenges, and making their day a little easier. That human-first mindset is what turns a good IT experience into a great one.
Meet Paul Outside of IT
Outside of work, Paul has a wide range of interests that reflect his energetic and creative personality.
- Childhood dream: Becoming a firefighter
- Hobbies: Skateboarding, playing musical instruments, and driving
- Biggest inspiration: His father
- Favorite superheroes: Iron Man and Batman
When it comes to downtime, Paul enjoys a mix of action and storytelling. His favorite books and shows include Angels and Demons, The X-Files, 911, and MacGyver. On the movie side, he leans toward powerful, thought-provoking films like Tears of the Sun and The Book of Eli.
What Paul Enjoys Most
Paul keeps things grounded when it comes to what he enjoys most in life:
- Favorite food: Chicken Tinola (a Filipino classic) and burgers
- Favorite places: His office, and his farm
A Highlight Worth Sharing
When asked about something unique in his life, Paul points to his experience working with Nevtec, a simple answer that speaks volumes about the culture and connections he’s found here.
The Nevtec Difference in Action
Paul Santillana represents what Nevtec is all about: technical excellence paired with genuine care for people. Whether he’s solving complex IT issues or simply chatting with a user to put them at ease, Paul plays a key role in keeping both systems, and relationships, running smoothly.