Nicole, you work in IT management at Fraunhofer IKTS. What does that entail?

We take care of the entire IT infrastructure – from servers and networks to end devices. I work on the User Support team. We’re the first point of contact for our employees when they have problems, questions, or requests. At the same time, we work behind the scenes to ensure that everything runs smoothly from an IT perspective and that our colleagues can work without any issues.

What kinds of questions and requests do you hear most often?

They often concern telecommunications, for example. I make sure that our end devices work both in-house and on the go – such as during business trips – and that they meet current security standards. This includes cell phones, tablets, and laptops, which I set up according to individual needs.

In addition, we handle software and driver installations on a daily basis. Sometimes completely new software is needed and installed; other times, it’s just the drivers so that a device can “communicate” with the computer.

Our colleagues often come to us with “suspicious” emails. As IT support, we help them recognize phishing emails. We’d rather check even a seemingly harmless message before an infected link is clicked.

I also keep an eye on our database systems. Here, I regularly check that they’re up to date, perform updates, and, if necessary, implement new databases that are to be hosted by us. Currently, I’m working on integrating new features into our database systems so that we receive the latest information directly in our email inboxes.

What are these database systems?

Put simply, database systems are the “brain” of an application – they manage or provide data, thereby forming the link between the software and the stored information. At our company, for example, the database system consists of two servers. If one server goes down or is undergoing maintenance, the other takes over its tasks. This ensures the application’s availability.

IT is also needed in our labs and workshops. What do you do there?

That’s right. For example, I set up screens and mini-PCs at measurement stations. This allows relevant values being monitored to be displayed clearly and accessible from any location. We’d also like to introduce this system within our group. Our goal is to make requests from our colleagues or information from the servers visible right here in our office.

One topic that’s on the minds of more than just our colleagues at Fraunhofer IKTS is artificial intelligence. How do you use AI in your work, and what’s your take on the topic?

We use AI in very different ways within my group. I use it to quickly find relevant information in very long documents or to have a code base that I can build upon and program from. Since programming isn’t part of my day-to-day responsibilities, AI is a great help here. In general, we use AI to explore the possibilities and limitations of these technologies and to test various use cases. This allows us to better support our colleagues in using software efficiently or in understanding the causes of specific problems.

I find the progress very exciting, but I also see risks in it. In our group, it’s especially important that we critically evaluate the AI’s responses, avoid entering sensitive data, and respect existing copyrights.

What are the biggest challenges in your job, and why do you enjoy doing it?

A large-scale hardware failure can quickly raise stress levels if we can’t resolve it promptly. But together with our team, we always find a solution. One area where we need to stay up to date is IT security. This also involves a lot of educational work for our employees.

But it’s this versatility that makes the job so exciting. IT spans a broad network of subject areas, each of which in turn encompasses many subtasks. When it comes to end devices, for example, I’m responsible for procuring, setting up, deploying, and maintaining them – across a wide variety of models. I find that particularly interesting, especially as technology continues to advance. Above all, though, I enjoy helping my colleagues when problems arise.

Your job involves a lot of mental work. How do you best unwind?

I really enjoy cooking. And since we were just talking about that: I also like to use AI here, for example, to figure out how to substitute specific spices. Since I’m from Colombia and many of the ingredients aren’t available here, I have to look for alternatives. In true Colombian style, I like to cook with banana leaves or make steamed dishes. It’s quite labor-intensive to prepare, but the result is worth it.