1st Line Support courses?

Colbaker

Colbaker

Colbaker

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8 Dec 2004
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Paignton, Devon
Hi all,

Thinking of getting back into IT, Not been working in IT since 2007 but had worked as an IT technician for 12 years up until 2007, Thinking of maybe jumping back in 1st line support as an entry level, I did pass my Comptia A+ but that was back in 2005.

What sort of courses should i take to start? MCSE's? A+ again?, Network+ etc?
 
Burnsy2023 said:
For first line, I think your previous experience would probably be enough.
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This is what i was hoping as i have sent my CV out to a few local First line support jobs, Only issue is everyone who wants to go into IT seems to be heading into First line support jobs, hopefully my Age (37) won't count too much against me :)
 
Colbaker said:
This is what i was hoping as i have sent my CV out to a few local First line support jobs, Only issue is everyone who wants to go into IT seems to be heading into First line support jobs, hopefully my Age (37) won't count too much against me :)
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nah! its my experience that first line is a big mish mash of many people of all ages and walks of life.
 
Colbaker said:
This is what i was hoping as i have sent my CV out to a few local First line support jobs, Only issue is everyone who wants to go into IT seems to be heading into First line support jobs, hopefully my Age (37) won't count too much against me :)
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If anything your age will help you move up quicker (if you want).
 
I'd be trying to skip 1st line personally with that amount of experience. Just brush up on current versions and aim the sights higher.
 
As others have said your experience will be fine, 1st / 2nd line roles vary massively though so worth looking at both. Where I work 1st line are pretty technical but when involved in the interviews for that, some came from roles where they are just resetting passwords or creating AD accounts via some 3rd party semi scripted gui, so hadn't actually seen AD as such.
 
Try and aim higher than 1st line. With that experience if you can demonstrate knowledge 2nd line should be within reach.

1st Line in my place is very basic, to the point its all written down and guided for them.
 
Burnsy2023 said:
For first line, I think your previous experience would probably be enough.
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This.

I work a help / service desk, part of that is dealing with first line calls, in fact, i'm the only point of contact haha so I come across the usual typical stuff, and some stuff that I really have to research. Even then, anyone could do it, as long as you have a bit of savvy about you, your experience is more than enough.
 
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Thanks for all the Replies.

i don't expect to stay in 1st line for that long if i am honest, It's just a stepping stone to jump back into an IT related role (currently in hire car customer service), Eventually i will jump into a specialization, might even thing about Database creation (SQL etc)as that seems to make a lot of money.
 
Tell you one thing, if you want to use 1st line as a stepping stone, whatever you do, don't mention that, as it will count against you.

The company I work for, are always looking for new 1st line staff (I was 38 when I started with them, I'm 40 now, and just started working for our 'back end' support team), so don't worry much about age, just show enthusiasm and so long as you have a good working understanding of "have you tried turning it off and on again?" you'll be fine.
 
Ceryndrion said:
Tell you one thing, if you want to use 1st line as a stepping stone, whatever you do, don't mention that, as it will count against you.

The company I work for, are always looking for new 1st line staff (I was 38 when I started with them, I'm 40 now, and just started working for our 'back end' support team), so don't worry much about age, just show enthusiasm and so long as you have a good working understanding of "have you tried turning it off and on again?" you'll be fine.
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I won't mention the stepping stone bit :).

Also we all know that a lot of times turning the computer off and back on again actually works :)
 
For first line you need a pulse and the ability to ask relevant questions and accurately record the answers and then assign cases to the correct team.

You should do the job for around 8 months and then move up to second line. If you have MS certs and you're doing first line support then you're being underpaid.
 
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