1st Line IT Support -

[Slinger]

How easy is it to get a position for this ? and should you have certs before applying for positions ? obviously it depends on the position, but most some companies preferably want is MS exchange experience, active directory and some times some tcp/ip.

I have just finished my uni course with Bsc Digital Media, but after the first year decieded wasnt for me, but due to various circumstances etc etc, I have stuck it out in the hope I can get employed somewhere with "a degree". Now before university, I completed two IT practitioner courses, a BTEC National Diploma (DDD) and a City & Guilds course, both of which I found very easy and and just about knew most of the hardware side to it already.

But I thought, I want to give IT support a try, with the hope of moving up into 2nd, maybe 3rd line and perhaps work with networks, or network installations. I am unsure of the proper job titles here, but maybe network support and/or engineer.

The only thing that worries me with this stuff is that I don't have experience with some of the basic things that a 1st line support role requires. (I am in process of getting some books to teach myself). The stuff like exchange, ms server 03/08, active directory, tcp/ip.

As this is generally an entry role, I am constantly on the look out for some sort of graduate, junior or entry level position, where they would train in these more specific area's, and even better, possibly provide the training for ms certs, ccna, network+ etc.

But all I've got at the moment is my two college courses and some home experience of building desktops, installing OS, home network things, the general stuff. Hopefully my degree can show that I can learn at that level, I am expecting a 2.1 (just about).

Suppose I am just looking for some advice from other IT enthusiasts out there, and how you may have got into IT support or networking career. Also just how beneficial would certs be to get into 1st line ?

Cheers chaps!

 

[Slinger]

Awesome, well that makes gives me a better outlook.

My original train of thought was, Ok, I have a degree, but not in the area, and I want my foot in the door, so going to have to start at the bottom of the ladder, and also start on a very low salary. So thought 1st line, and build up from there.

I definately want the more technical things. I know I would appreciate a job where I am out n about, and not just at a desk sorting out things. Maybe working on a new site, new network installations. Something like that interests me.

MrLOL - cheers for all the information. I am waiting for a confirmed 2.1 for my degree(as I worry im on the border of 2.2/2.1) but I am looking into a lot of graduates schemes too.

But yes thats the kind of scheme I need, a company that will accept me and train me without having some previous work experience and what not. Just on the basis of my qualications, as it proves I can learn of course.

Anyways, this gives me more hope anyways, even if 1st line support is just a temp thing for me, as I am serious need of an income at the moment.

 

[Slinger]

Wow, a lot of useful stuff in here guys! keep on the discussion I just come back from a meeting with a recruitment agency for an IT assistant role they are advertising.

Heres the job description.

Would suit a bright, enthusistic individual who has a natural flair for IT and systems

Technical support to internal and external staff
Desktop user support
Printer maintenance
Configure/create/maintain users/groups and computers
Complete weekly/monthly maintenance reports on all servers and highlighted issues
Desktop builds and rollout
Phone system re-configuration
Manage backup devides
Ordering and liasing with hardware/telecom providers
Implementing a new hardware/software database
New site builds

The job holder will ideally have a degree in computer studies, maths or physics. Have an interest in computers and systems, good communication skills, good team player, valid UK driving licence, experience in managing, maintaining and configuring desktop operating systems XP, Vista, Windows 7 and be willing to travel to remote sites across the UK occasionally.

Working hours are full time which will include 1 late shift 12pm - 8pm and a Saturday every 5 weeks.

Salary is between 15 - 19k experience dependant.

Preferred, but not essential skills

Active Directory

Exchange 2003/10

IIS 6.x and 7.x

VPN's/WANS

DHCP/DNS

Now, they mentioned I will get training on thier systems etc. The skills they require seem pretty simple, and I think could be picked up quickly. So they are putting me forward and there should be an interview next week. I mentioned I would like 18k minimum too. They said its quite a busy role too. We shall see.

Though I've realised my knowledge is quite rusty. They asked me to do two little tests in pc support and I didnt do as well as I would have thought, however the system they were using gave very little time to read and answer them properly! 3 mins for 20 lengthly questions! I managed to get through 6! and then this other test which was 8 questions in 3 mins which I done better on. Anyways, just wait and see if I get an interview.

The discussion on here and after today, a lot of things feel up in the air. I need to look into things even more, decide where I want to go and stick with that. I just need work now, so though get into something I should definately be able to do and work up(if theres the option to). But I can continue other part time jobs while I continue looking. I am looking through graduate schemes too, however most of them seem a fair distance from me, but then again if I were to get the job, the starting salaries are good. For instance, IBM offer starting salary of 27k.

I should have mentioned in my original post, as well as 1st line jobs, I meant jobs like IT assistant, desktop support, technical support. All of which seem quite similiar in job description. It differs from company to company, role to role, as mentioned in this thread.

 

[Slinger]

snip

Kinda in the same situation as you, I don't have any work experience which is what a lot of jobs ask for obviously. Then graduate schemes is an option, but then again, a lot want 2.1 minimum and I'm kind of in two whether I am going to get that or a 2.2. I kind of fear grad schemes because of thier very high expectation, but I suppose thats also me just putting myself down a bit, I always tend to do this, even with my coursework!. Plus there are grad schemes which accept 2.2 minimum, and you never know.

 

[Slinger]

I've managed to get an interview for the following position. Now I know how some of you guys feel about 1st line support, but I think there is plenty potencial to move up in this company! Let me know what you think, and any tips you may have for me in the interview! Anything maybe related to the questions they likely to ask etc, I have plenty other tips on general interview stuff.

Haha, just reading it again and had a giggle about the stuff everyone was talking about here on first line jobs! resetting passwords, user accounts etc. I got to get my foot in the door somewhere and this is a huge company!

A 1st Line Support Helpdesk / Service Desk Technician is required for a 2 month contract (likely to go long term or permanent). Working for a large, well established organisation, you will be providing basic 1st Line Support (hardware & Software) to end users. This will include resetting passwords, creating user accounts, basic troubleshooting and escalating more complex problems to the 2nd line team.

This position would suit someone from a Customer Services or IT background who is looking to progress their career within IT. Basic IT knowledge (MS environment) is desirable - any helpdesk or service desk experience is highly beneficial. This role has the strong possibility of becoming a permanent role for the right candidate.

Appreciate your thoughts!