Anyone work in IT/Technical Support?

Stat1c

Stat1c

Stat1c

Associate
Joined
20 Jan 2011
Posts
165
Been in 1st line (helpdesk) support for several months now and obviously don't want to stay here forever. I've a degree in IT but it's not helped at all knowledge wise (basically just java, php programming, databases, maths, essays etc) ie things I don't use in this job.

It seems one of the main routes to advancing and gaining knowledge in this field is through networking/infrastructure. Does anyone know any good books or anything? I use the likes of Citrix, Active Directory etc and know some network basics like domains, DC's etc but I really need to significantly advance my knowledge.

I am doing quite a lot of 2nd line work now but some of the 2nd line people have a really high knowledge of infrastructure and I'm some way off. I feel like my jobs not going anywhere atm
 
mrbell1984 said:
You have a degree in IT and your wanting to do a technical job? Do you not fancy aiming for line manager / manager roles?
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I work in an IT company and most of the IT jobs are technical. And in order to get to management I would need a hell of a lot more experience.

My idea at the moment is maybe I get a couple of years of technical support under my belt, then I assess my options. I don't really see much other career options at the moment.

Technical support certainly isn't what I want to be doing for the rest of my life, but employment wise it's all I know. I only graduated last year and it took me months to find a job (this one)

Some of the infrastructure guys are making insane $$$ though
 
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LordSplodge said:
You can have my job when I leave. I want out of IT after 10 years. :D

Where are you aiming to be in IT in five years? Your posts seem to show you lack direction.
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I don't know where I want to be. I would like to be in consultancy, project type work I think. Good money is my main ambition.

Tbh, I'm more just focused on clear goals in front of me. In order to progress here I need to get my networking knowledge up but I don't know where to begin.

Not sure if I should be diving straight in to doing microsoft or cisco type training and certifications or if I should be just getting some basic knowledge from books. Again though, not sure what books I should be looking at. Don't know where to begin.

Have looked into going back to uni and doing a masters too but not sure it would work around my work schedule and also unsure how much I would learn that would be relevant to my career. (considering how useless my bsc was, though the post-grad would be specifically on a network related course)

I think my main problem just now is my company have no interest in training me in anything to boost my IT knowledge.
 
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I see you mention c# there, I was actually thinking of doing a bit of programming in my spare time as it might help my career. I've probably forgotten everything though and I was **** in the first place!

Might setup Visual c# on my laptop tomorrow
 
The more senior people don't seem interested in passing on their knowledge. Keeps them in a job. The helpful people are often far too busy to get any real advice from.

I am focused just now on learning about infrastructure, c# is just something to do in spare time. But as I say, don't have a clue what courses to do or books to read
 
Right so I'm in the same place as before, though got a VERY good performance review. Where do I go from here though?

Seems to be that an MCITP is the best route but the MS website says you should be in tier 2 employment before doing it? So what do I do? I feel like things are going nowhere and there's not any chance of me getting anywhere

PS - You know the worst part? I wrote this topic almost 6 months ago and have achieved nothing since then. And it feels like I made this topic only a yesterday
 
Showboat said:
During your review did you say you want to move into second or third line support? What did they say?

If it's not possible or they are reluctant to do it then move to a new job. Plenty of jobs out there looking for low level 2/3rd line support people to get started.

Use MS transenders, you can get the answers to all Microsoft exams and walk in and pass them all with very little effort. People in here will slate me for advising this, but i don't think you can really learn all you need to without actually doing the job. Creating your own lab will only get you so far.

You will be starting a new job as a junior so any new job will let you settle in and learn on the job. Also most employers these days know the MS exams and certification means very little.

/flameon
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I said I wanted to go far and that 2nd line was something I wanted this year. I didn't really get much feedback on that, other than it was a valid goal that was put on the sheet.

Do I need to be 2nd line before doing an MCITP? I don't want to attend some course that I lack the skills for and make a fool out of myself. I'm pretty sure a lot of MCITP is you attending a group.

PS - I should clarify that the certification I was looking at MCITP: Enterprise Desktop Support Technician on Windows 7, it seems most inline with the job I do
 
Stellios said:
Ive gotta agree with what everyone else is saying like, Ive just got a job this week doing 1st line support for a massive company and at the interview they didnt even take into account any qualifications I have against my name so that degree seems very much on the useless side.

It really does seem like a case of show you can be consistent, useful and swift to resolve any issue before you will be considered for promotion. The guys I work with have to be very very good at what they do before they even will be looked at for a move.

Stick with it, or if you feel you are never going to get anywhere then go somewhere else and start again with the hope things happen quicker.
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They won't take qualifications into account because it's 1st line, I'd imagine?

I'm sure it becomes more pertinent for 2nd and 3rd line, although obviously secondary to experience and being chums with the boss
 
So has anyone here done any courses and can anyone recommend what ones to do?

Another couple of weeks gone with no progress!
 
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