I agree with the items you've listed, but while "soft skills" are needed, so are the hard ones.
#11 - You need to know the applications your "clients" are using at least as well as they do.
While knowledge bases are useful, they don't replace both deep and wide knowledge of the applications.
#12 - The ability to "see" in your mind what the client is looking at.
If you don't have a mental picture of what the user is seeing, it's dificult to assist them or determine what they're doing.
#13 - Good hearing. You need to listen carefully not just to the client, but to what's going on in the background.
For example, you may hear them double-clicking instead of single-clicking. You may also hear them hitting several keys when you only expect them to be hitting one.
Regards
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Yes ... good article.
I would add "sense of humor" to the list. I'm not talking about laughing at anyone, of course, but to enjoy some of the situations as well as being able to laugh at yourself.
Also, add a "good team player" to the list. Even if one works alone, it's very important to be able to work with others, whether it's your subordinates, or boss.
And another: Understand that the people you support are your "customers", even if they are in the same organization.
I would add "sense of humor" to the list. I'm not talking about laughing at anyone, of course, but to enjoy some of the situations as well as being able to laugh at yourself.
Also, add a "good team player" to the list. Even if one works alone, it's very important to be able to work with others, whether it's your subordinates, or boss.
And another: Understand that the people you support are your "customers", even if they are in the same organization.
Remember that you're also there to support those having the most difficulty... without them, you might not have a job. Unfortunately you're sometimes tacitly asked to save costs by running old equipment into the ground.
I am a technician, I concentrate on the technical skills. Why??? Because I have worked with too may people who are "techs" with people skills and they spend too much company time and resources ineracting with the "customer" (who works for the same company), and both the tech and the customer spend a good deal of time "interacting" and not enough getting the problem fixed. Many times because the "Tech" doesn't know how to fix the problem and the customer too eagerly welcomes the break from work. A techs job is to find the problem and fix it so the customer can get back to their job, a techs job is not to display how much personality they can exude. Stop wasting company resources on small talk, save it for your coffee break.
Partially true, some of the skills that lament the layperson's need, but make sure they know you as your business self.
ie. If I am curt with you, it is because time is a factor, I think fast I talk fast ... so pretty please with sugar on top clean the f***ing car.
perhaps not exactly in those words, but making sure the user understands you're all business during 9 - 5 unless at the water cooler, coffee pot, or zen station ... which at those times you're more laid back.
Otherwise.. those that go too far into the comfort of conversation are truely making points for "the nice tech support person" and that won't make any points with your boss.
ie. If I am curt with you, it is because time is a factor, I think fast I talk fast ... so pretty please with sugar on top clean the f***ing car.
perhaps not exactly in those words, but making sure the user understands you're all business during 9 - 5 unless at the water cooler, coffee pot, or zen station ... which at those times you're more laid back.
Otherwise.. those that go too far into the comfort of conversation are truely making points for "the nice tech support person" and that won't make any points with your boss.
fix the problem AND schmooze? In my experience, any service tech who downplays the importance of people skills in the frontline support business usually has none.
"He knows his stuff, but he's an @$$" has been said about support techs as often as "Nice guy, but he can't fix anything."
Yes, your job is to fix the problem and fix it so the customer can get back to work. A good service tech can do this. But a good service tech can also interact amicably ("schmooze") with the customer. If you piss off the customer and the customer has a choice, in most cases you will not be called again by that customer, no matter how well or fast you did the job.
Edit: spelin
"He knows his stuff, but he's an @$$" has been said about support techs as often as "Nice guy, but he can't fix anything."
Yes, your job is to fix the problem and fix it so the customer can get back to work. A good service tech can do this. But a good service tech can also interact amicably ("schmooze") with the customer. If you piss off the customer and the customer has a choice, in most cases you will not be called again by that customer, no matter how well or fast you did the job.
Edit: spelin
Being able to balance tech skills with the ability to connect with your customers is, to me, more valuable than "turning and burning" your service calls. Yeah, you may be first on the leader board for number of calls closed, but when the customer satisfaction surveys go out your rating may be affected by your curt, all-business attitude.
IMO tech support is 8 parts knowledge/ability and 2 parts bartender. Being an active listener during a support call doesn't hurt your rapport with your customers (be they internal or external). On the contrary, it may make things easier the next time that expensive piece of IT equipment or software upgrade comes across the purchasing manager's desk.
I've seen more "nose to the grindstone" techs get canned over the years because they had 0 personality (or they were just complete d!cks). Regardless of whether they were talented or not (most were very good on the tech side).
Knowing how to "interact" with your customers is a skill that should be developed and nurtured, not scorned.
Good luck in your career.
IMO tech support is 8 parts knowledge/ability and 2 parts bartender. Being an active listener during a support call doesn't hurt your rapport with your customers (be they internal or external). On the contrary, it may make things easier the next time that expensive piece of IT equipment or software upgrade comes across the purchasing manager's desk.
I've seen more "nose to the grindstone" techs get canned over the years because they had 0 personality (or they were just complete d!cks). Regardless of whether they were talented or not (most were very good on the tech side).
Knowing how to "interact" with your customers is a skill that should be developed and nurtured, not scorned.
Good luck in your career.
I agree with you also, being the new guy I was easily intiminated by users that call in already mad because of wait time and then when they smell the slightist lack of knowledge the call gets worse. I guess its therapeutic to listen to fellow agents that can conversate and take care of technical issues at the same time.
I agree totally,
While working the help desk temporarily, I was usually concentrating the knowledge base for answers constantly and there were helpdesk agents chatting with users, each other and even singing because the helpdesk was not a challenge for them and they got bored. I think coworkers should be more considerate for people trying to do the helpdesk job to the best of their ability. Just think of someone graduating from school and then go sit in the front of the freshmen class because they know all the answers!
While working the help desk temporarily, I was usually concentrating the knowledge base for answers constantly and there were helpdesk agents chatting with users, each other and even singing because the helpdesk was not a challenge for them and they got bored. I think coworkers should be more considerate for people trying to do the helpdesk job to the best of their ability. Just think of someone graduating from school and then go sit in the front of the freshmen class because they know all the answers!
I don't know how many times my people skills have allowed me to relax a user enough to actually tell me what the problem IS to begin with... or how many times we're "just chatting" and the user will say something that tells me (without them admitting anything) exactly how the problem occurred.
Being a good tech may require just tech skills, but if you want to be a GREAT tech, you need excellent detective skills, and we all know (from watching too many crime shows) that a good detective puts people at ease so they can dig themselves a hole.
You also need to be able to help that user OUT of the hole, and not bury them in it. I don't know how many times I've told an awed user, "If you knew how to do my job, I wouldn't have a job, and then I'd be broke and homeless."
Being a good tech may require just tech skills, but if you want to be a GREAT tech, you need excellent detective skills, and we all know (from watching too many crime shows) that a good detective puts people at ease so they can dig themselves a hole.
You also need to be able to help that user OUT of the hole, and not bury them in it. I don't know how many times I've told an awed user, "If you knew how to do my job, I wouldn't have a job, and then I'd be broke and homeless."
I too am a techician. The ONLY technician at our site. I do chat with users while I see them in the breakroom or walking in or out. However, once I visit them at their desk regarding an issue. I'm in, resolve issue, and get out. Hardly chit-chat while doing it. Most of the time it keeps them from doing the "..Oh and one more thing" bit. If it's not on the ticket, and I know it will take more than 5 minutes, I have them send in a seperate ticket for that different issue.
So let me see.....technical aptitude is not at all a priority in I.T.? You may not be able to fix a problem but darnit you can hold a good social (Tupperware party anyone?).
I would say that soft skills are needed more than technical aptitude. Both are needed, but the support tech should be a go-between and this requires more soft skills than hard skills.
When we were doing tech work in the 90's, it was all about
what you knew, what you could do, almost like you were god
(little g) and noone argued with you. Today, it's about how
you treat your customer. Yes, experience and training are
important, but they walk hand in hand with people skills.
Alot of techs still have that problem, and it keeps them from
achieving a better job. Be good at what you do, but also be
good at customer relations(soft skills).
what you knew, what you could do, almost like you were god
(little g) and noone argued with you. Today, it's about how
you treat your customer. Yes, experience and training are
important, but they walk hand in hand with people skills.
Alot of techs still have that problem, and it keeps them from
achieving a better job. Be good at what you do, but also be
good at customer relations(soft skills).
Aren't people with the tech skills more likely to be developers, second level support, field engineers, etc?
The support techs are the front line staff who need the people skills to "get the requirements from the customers, so the engineers don't have to"?
There's some troubleshooting involved, but issues that require serious in depth technical expertise in a certain area are going to be escalated to someone who can be specialized in that area. The support tech has to be a jack of all trades.
The support techs are the front line staff who need the people skills to "get the requirements from the customers, so the engineers don't have to"?
There's some troubleshooting involved, but issues that require serious in depth technical expertise in a certain area are going to be escalated to someone who can be specialized in that area. The support tech has to be a jack of all trades.
Most of us get frustrated when we call support and get routed to another support person without any real troubleshooting. Support Techs should have in-depth knowledge of the product, and not just be front line people to pass calls along. Receptionists can do that. Frontline techs are actually not treated that well in IT, and should be. I was a frontline support tech way back when, and myself and my co-workers took great pride in knowing our application, and being patient on the phone to help customers. Good managers recognize this and take care of their support people, knowing that they will move on to greater responsibility.
Way back then, and in some areas now, you can talk about one product and be done with it. But the fact remains that, today, technology permeates home and office, and you can't have complete knowledge of everything. So, front line tech support has to act as a general doctor who will check you and send you to the specialist.
I have found when working in numerous fields that the job description varies with the size of the company. Generally smaller companies may ask you to be a Help Desk person, field engineer, load and customise software, repair tech. Which in my opinion makes them far more interesting to work for, and an opportunity to learn a lot more than if you are a straight up Help Desk person etc.
But as far as escalation goes, I don't see it except for warranty work (5% of calls), extreme circumstances or highly specialized applications.
I provide wall-to-wall electronics support in a retail environment (PCs, point-of-sale peripherals, networks, printers, scanners, scales, etc.). I am expected to troubleshoot and repair broken equipment myself; since I don't have access to a repair depot for out-of-warranty spares, I am expected to repair that equipment as well. I am expected to be fully self-sufficient in all cases where client policy allows me access to application software and to contact support only when I need temporary root access on the servers (client does not authorize full root access to field techs).
In the last six months, I have probably escalated at most 3 calls a month and most of those were because I needed a root login.
I provide wall-to-wall electronics support in a retail environment (PCs, point-of-sale peripherals, networks, printers, scanners, scales, etc.). I am expected to troubleshoot and repair broken equipment myself; since I don't have access to a repair depot for out-of-warranty spares, I am expected to repair that equipment as well. I am expected to be fully self-sufficient in all cases where client policy allows me access to application software and to contact support only when I need temporary root access on the servers (client does not authorize full root access to field techs).
In the last six months, I have probably escalated at most 3 calls a month and most of those were because I needed a root login.
Support techs are the people who actually do the troubleshooting and find the resolution of the issue. We fix what the developers and engineers screw up. You probably are thinking of a helpdesk person who takes calls and reads a script...
you would have noticed that it has been said a few times that yes, you have to have technical skills
And a desire to learn technology, improve your technical knowledge, etc.
If you read the post.
And a desire to learn technology, improve your technical knowledge, etc.
If you read the post.
I've seen companies hire a "nice" person for the help desk rather than a competent person because it's all about the smile factor.
It seems some people don't care if the problem is fixed as long as they have a nice conversation.
It seems some people don't care if the problem is fixed as long as they have a nice conversation.
Which is why the point about respecting other techs is, most of the time, impossible. I set up a brand new computer, new soft, test it at my lab and its 100% operative. I go to the client and set it up there. And, behold, Internet crawls slower than Windows Vista on a 286 with 2 Mb RAM. I get out my Linux troubleshooting disk - I don?t know crap about Linux, a friend set it up for me - I boot from it and run an MRTG against mit.edu (just because I like MIT) and I find there's an 80% loss on one of my client's ISP's routers. So I call their help desk and spend the next hour and a half talking to a guy who says the PC is having a configuration problem and wants me to go into Control Panel and check the keyboard layout. And when I mention MRTG and routers, they kinda reboot and begin again from zero. Yeah, sure I?ll respect them.
I can agree with you partially about the calling the Service Provider and going through the motions with them. The problem is (and they are in the same position you are) that in the larger organizations (like a ISP), they have strict layers of tech support. The "Level 1" which is who you called, are reading from their scripts. You can call 10 different times, and get 10 different people, and they will all go through the same steps. It's not their job to think and troubleshoot (without the aid of scripts).
You still have to respect them though. Occasionally, you'll get one that actually knows something about something, and they'll go above and beyond. But most of the time, they don't know anything and are just reading.
So, why do you have to respect them? Look at it like this... When you went into the office and set up the computer, you were doing your job (and all of the required functions of it). When you called the tech support to find out why the router was down, you were doing your job. They are too. They're entry level (Level 1) people. Their job is to read through the scripts, and troubleshoot it that way. IF that doesn't resolve the issue, then they are to send you to a Level 2 tech (NOT try to fix the problem on their own).
So yes, respecting other techs is important. Along with understanding that their organization may put different limits on what they are able to do to resolve issues.
Have a great weekend
Patrick.
You still have to respect them though. Occasionally, you'll get one that actually knows something about something, and they'll go above and beyond. But most of the time, they don't know anything and are just reading.
So, why do you have to respect them? Look at it like this... When you went into the office and set up the computer, you were doing your job (and all of the required functions of it). When you called the tech support to find out why the router was down, you were doing your job. They are too. They're entry level (Level 1) people. Their job is to read through the scripts, and troubleshoot it that way. IF that doesn't resolve the issue, then they are to send you to a Level 2 tech (NOT try to fix the problem on their own).
So yes, respecting other techs is important. Along with understanding that their organization may put different limits on what they are able to do to resolve issues.
Have a great weekend
Patrick.
You're talking about the helpless desk.
At level 1, these poor people are usually provided with a script and required to follow that script, no matter the situation. I've been on the receiving end of one of the Dell scripts. For persistent random reboots, the corrective action is to reinstall the factory image. Even after the tech was advised that attempted reinstalls had failed due to random reboots, the corrective action was to issue new restore CDs. (Ultimately, the entire box was replaced under warrantee.)
At level 1, these poor people are usually provided with a script and required to follow that script, no matter the situation. I've been on the receiving end of one of the Dell scripts. For persistent random reboots, the corrective action is to reinstall the factory image. Even after the tech was advised that attempted reinstalls had failed due to random reboots, the corrective action was to issue new restore CDs. (Ultimately, the entire box was replaced under warrantee.)
The problem you describe above sounds like a PSU issue. An onsite tech would have the option of checking that out with a multimeter.
We all had to start out somewhere. The guys at Tier 1 support(whether it is support within your company or a vendor like Dell, HP, etc.) have to "learn the ropes" before they can move up to Tier 2 or higher. Nobody came into the IT field knowing everything (despite what they may tell you about their certs...) It takes time and effort to gain knowledge in this business.
Be that as it may, it IS a pain when you're a level/tier 3 tech talking to Dell tier 1 when troubleshooting a system. If you're worth your salt, you'll have already gone through all the troubleshooting steps before you call their tech support line. It is especially frustrating when the first answer to everything is "re-image the machine." It is reminiscint of the "did you reboot" answer most help desk techs will give.
We all had to start out somewhere. The guys at Tier 1 support(whether it is support within your company or a vendor like Dell, HP, etc.) have to "learn the ropes" before they can move up to Tier 2 or higher. Nobody came into the IT field knowing everything (despite what they may tell you about their certs...) It takes time and effort to gain knowledge in this business.
Be that as it may, it IS a pain when you're a level/tier 3 tech talking to Dell tier 1 when troubleshooting a system. If you're worth your salt, you'll have already gone through all the troubleshooting steps before you call their tech support line. It is especially frustrating when the first answer to everything is "re-image the machine." It is reminiscint of the "did you reboot" answer most help desk techs will give.
The problem you describe above sounds like a PSU issue. An onsite tech would have the option of checking that out with a multimeter.
I was the on-site tech and checked all the voltages (good) even though I wasn't authorized; the unit was under warranty and we didn't have repair authority on it. Actually, before Dell broke down and replaced the unit, they replaced the PSU, mainboard, CPU, RAM, hard drive, floppy drive, and CD-ROM. I think that particular unit was just one of those one-percenters.
Aside: Let's wake this zombie! YES! It's alive...IT'S ALIVE!
I was the on-site tech and checked all the voltages (good) even though I wasn't authorized; the unit was under warranty and we didn't have repair authority on it. Actually, before Dell broke down and replaced the unit, they replaced the PSU, mainboard, CPU, RAM, hard drive, floppy drive, and CD-ROM. I think that particular unit was just one of those one-percenters.
Aside: Let's wake this zombie! YES! It's alive...IT'S ALIVE!
I worked for a national organization a couple years back where I was responsible for 3rd line support. I'm a technical person and, while I can certainly do the friendly user support (and I often/usually had to do so via phone), it wasn't why I was hired. I was hired because I was technically proficient and could fix problems; the fact that I'm an insufferable b*stard without my coffee didn't come into the equation so much as it would have for 1st or 2nd tier support - the people who handled routine problems which I and my predecessors had documented, and which they were familiar with.
1st and 2nd tier support is a grueling job, and it really takes the kind of person who has the ability to interface with others pleasantly, despite adversity, with little to no effort. That usually means women and bubbly guys; for many guys, talking itself all day is an exhausting task. This -usually- means a lesser interest or ability in technical issues, but I'd suggest that it doesn't really matter. If they stay at the job long enough - something someone who detests the job isn't going to do - they're going to pick up that proclivity and will be able to field most user requests without flipping through a book.
Personally, if I were in a hiring situation, I'd find preference in someone who seems to have an ironclad, unwavering cheerfulness and moderate or better intelligence over all else for front-line support. It'll make a huge difference in terms of client satisfaction, even in situations where the training curve is a bit long.
1st and 2nd tier support is a grueling job, and it really takes the kind of person who has the ability to interface with others pleasantly, despite adversity, with little to no effort. That usually means women and bubbly guys; for many guys, talking itself all day is an exhausting task. This -usually- means a lesser interest or ability in technical issues, but I'd suggest that it doesn't really matter. If they stay at the job long enough - something someone who detests the job isn't going to do - they're going to pick up that proclivity and will be able to field most user requests without flipping through a book.
Personally, if I were in a hiring situation, I'd find preference in someone who seems to have an ironclad, unwavering cheerfulness and moderate or better intelligence over all else for front-line support. It'll make a huge difference in terms of client satisfaction, even in situations where the training curve is a bit long.
This is article is totally off. The first two headings seem to contradict each other. In 1 you say that support techs should be respected for their knowledge then in #2 you say that support tech is the lowest rung of the IT ladder. You go on to say in #2 one should "aspire" to be a tech support...what self respecting person "aspires" to be the lowest rung of the ladder?
Headings #3, 4 & 9 apply to every tech job. #5 - 8 & 10 apply to almost any job you can name. What is it with these "10" lists any way???? Sometimes less is more. Most of the time I find these lists filled with common sense that most people should already be aware of and therefore a waste of time to read. This one doesn't even have that going for it.
Headings #3, 4 & 9 apply to every tech job. #5 - 8 & 10 apply to almost any job you can name. What is it with these "10" lists any way???? Sometimes less is more. Most of the time I find these lists filled with common sense that most people should already be aware of and therefore a waste of time to read. This one doesn't even have that going for it.
The first one says that, UNFORTUNATELY, most businesses and people view the tech support position as the lowest rung. She's not saying she believes this in the manner that it's just a foot in the door, but you should really want to aspire to be a tech support specialist instead of just looking at the position as if it's another 9-5 that will get you throughout the week. You should WANT to help people, instead of feeling like you HAVE to.
Regardless if its unfortunate or not, that's reality. Desktop support and even entry level network/server support personnel are usually paid the worst and are generally viewed as the most expendable personnel in the IT department. Increasingly these jobs are being farmed out to service companies or technical recruiting firms as contractors...which means there's almost ZERO chance of advancement or meaningful pay raises in that position. No wonder why most people consider them to be a stepping stone. Except for the guys that are already well entrenched, the days of someone doing desktop support for 10-15 years and actually making more than $50k a year are long gone.
At the company I work for, the majority of the "support tech's" or helpdesk folks have been with the company over 10 years. Most are making over 50,000$. That said, it is the industry and the back-office IT guys that perpetuate the myth that the helpdesk/support tech position is the bottom of the rung. In truth it is a difficult job - answering people's questions, getting little or "need to know" information from the Sys and N/W admins, supporting every piece of software, hardware, periferal or other device that walks into the organisation, trying to transform or position every techinical changes into value-add for the company. The position is something to aspire to, and is something that adds critical value to an organisation. It is unfortunate that it is primarily the Sys and N/W admins in an organisation that dont recognise this ...
You proved my point...there are either folks who have been doing it 10+ years at the same place, or those who have been doing it for 2-3 years tops, then move on elsewhere because raises are few (and relatively meaningless...last support job I had my raises usually went straight to the IRS they were so insignificant!) and promotions non-existent.
In larger markets, what I described is very much the truth. Help desk and desktop support jobs where you are actually working for the company whose name is on the front of the building are few and far between. Then you're usually looking at working for the government or working for a technically savvy company that does realize the value of keeping folks in those positions happy.
In larger markets, what I described is very much the truth. Help desk and desktop support jobs where you are actually working for the company whose name is on the front of the building are few and far between. Then you're usually looking at working for the government or working for a technically savvy company that does realize the value of keeping folks in those positions happy.
This article makes some very good points and has attracted some great responses. A point that needs to be considered is whether a person has the ability to perform a job in a department that sees Corporate Dysfunction on a daily basis, yet has very little input in to how it can be fixed. A tech sees the big picture, yet only works on a small piece. S/he needs not only a good skill set, but the ability to do his/her job in light of the fact that the rest of the company seems h--- bent on blaming IT for a lot of their internal issues.
On behalf of all the support techs out there I have to say "Thank you!" As a front line support tech I have really only one complaint about the job and that is the way it is generally viewed by the rest of the industry. It is true that this view is totally perpetuated by the "back-office IT guys". I believe they do it out of fear because as for most of my immediate colleagues and myself, we have just as much education, knowledge, skill and most of the time we have as many or more certifications then our second and third level support staff. I use every bit of that knowledge everyday in my job in addition having to use excellent people skills. I get offended by those who think that their job title makes them superior to others but when they have to actually come face to face with a real live person can do little more than grunt at them. I am confident, however, that as the industry evolves more and more emphasis will be placed and more value
on those with the people skills in addition to the technical skills
on those with the people skills in addition to the technical skills
I've done front-line tech support now for 8 years at a major University, and I still make less than $45000. Underappreciated? Underpaid? Boy, howdy!!!
In days after layoffs most top techs were forced to take these jobs.... only having to grunt throught the trenches once again. Its not an easy job having to go from a network admin job back to desktop support. Worst yet to be overlooked by new applicants fresh from college with a degree, rather than actual hands on.
Whist a fair few support techs move on there is a career in support. Particularly in large companies there is a tiered support structure. Tier 1 seems much like you describe but if you excel at tier 1 you get promoted to tier 2 (normally with the associated pay and benifits), and after tier 2 there is tier 3 which are kind of like managers (but they actually do work), these guys earn 50K and have fancy titles like "systems deployment manager". http://www.hays.com.au/salary/pdfs07/Information%20Technology.pdf
navigate to page three to see the going rate for support techs in Australia.
There are entire coprorations that have a dedicated business in providing tech support like CSC which large mining companies like BHP outsource their IT needs to.
If this kind of structure is not for you there is always Insulting (consulting) which if done well puts 50K in the low pay range.
There is money in support so long as you know where to look
navigate to page three to see the going rate for support techs in Australia.
There are entire coprorations that have a dedicated business in providing tech support like CSC which large mining companies like BHP outsource their IT needs to.
If this kind of structure is not for you there is always Insulting (consulting) which if done well puts 50K in the low pay range.
There is money in support so long as you know where to look
No offense, mate, but that's in Oz. Things may be a bit different here in the States. Also, AU$50K is about US$40K. That doesn't buy you much in most of the metropolitan areas in the US. Come to think about it, AU$50K doesn't buy you much in Oz either. My monthly rent in Sydney was over AU$1800 for a tiny two bedroom.
In my experience, the tiered support career ladder only exists in large, well established organizations (read: State, Federal and some larger local governments). Trying to land a job in some of these organizations can be challenging, as there are factors that may work against you (internal promotions filling the positions, other applicants using veteran's preference points, cronyism, budget issues (keeping the position open, even though the budget isn't there to fill it), etc.)
Larger corporate organizations see the cost "savings" (though I have my own opinion on how much you save/don't save) in outsourcing their tech support function.
From my perspective, tech support is a dead end career field. I gave it 9 years of my life. That was enough.
Note: For what it's worth, the salary survey is pretty accurate for the position I held in Australia. I was a security consultant and fell well within the range posted.
In my experience, the tiered support career ladder only exists in large, well established organizations (read: State, Federal and some larger local governments). Trying to land a job in some of these organizations can be challenging, as there are factors that may work against you (internal promotions filling the positions, other applicants using veteran's preference points, cronyism, budget issues (keeping the position open, even though the budget isn't there to fill it), etc.)
Larger corporate organizations see the cost "savings" (though I have my own opinion on how much you save/don't save) in outsourcing their tech support function.
From my perspective, tech support is a dead end career field. I gave it 9 years of my life. That was enough.
Note: For what it's worth, the salary survey is pretty accurate for the position I held in Australia. I was a security consultant and fell well within the range posted.
Yeah, some may USE this position as a stepping-stone to get the first bit of experience, however some of us really like helping people in this capacity. Now granted, I work at a shipyard and I know all of my clients because I only deal with the shipyard employees, so maybe that is a reason why my job is less stressful. I'm not saying that it is totally NOT stressful because at times it is very much so at times.
Anyway, I happen to LOVE my desk support career. It is fulfilling in knowing that I can help someone. Maybe I am truly cut out for this kind of job. Yeaheeee! But like this article talks about, maybe most of us are NOT cut out for the job because of our outlook on it and our personalities. If you think Desk Support is but a mere stepping stone and it is beneath you, fine, that?s you, but I personally know that I am not only a support tech myself, but I am grateful for them as well. The GOOD ones anyway.
Anyway, I happen to LOVE my desk support career. It is fulfilling in knowing that I can help someone. Maybe I am truly cut out for this kind of job. Yeaheeee! But like this article talks about, maybe most of us are NOT cut out for the job because of our outlook on it and our personalities. If you think Desk Support is but a mere stepping stone and it is beneath you, fine, that?s you, but I personally know that I am not only a support tech myself, but I am grateful for them as well. The GOOD ones anyway.
Janitors, plumbers, garbage collectors. Come on, most of us are here in transit or stuck!
misread the article. Just because she said unfortunately does not negate the fact that (as Bart99 points out) they are entry level jobs. I can tell you that if an individual applied to my company and their greatest aspiration was to be a support tech, I would seriously question their desire to keep up with changes and their ambition and drive.
I certainly don't mean to imply that they are not capable of being good at what they do but more often than not they are just learning. Perhaps there should be a distinction for the higher levels of tech support. Some of the second and thrid layer tech support guys I have spoken with are very good.
I certainly don't mean to imply that they are not capable of being good at what they do but more often than not they are just learning. Perhaps there should be a distinction for the higher levels of tech support. Some of the second and thrid layer tech support guys I have spoken with are very good.
The article wasn't written for you, it was written for someone who might be applying for a tech support position. And no, common sense isn't always at the top of people's minds when they are excited about the possibility of a new job. When you were young, didn't you ever take a job just cause it sounded like it might be fun? I know I did.
For a person just out of college or tech school I think the article is good. There's a big difference between building a network or rebuilding a pc in an educational environment and the things your customers/users actually ask you to do in the real world! This coveres the main parts of what anyone needs to consider, cause even if the job is entry-level or "lower" level it's still necessary for a lot of companies.
And you (I) can still make a good living doing tech support for the right company.
For a person just out of college or tech school I think the article is good. There's a big difference between building a network or rebuilding a pc in an educational environment and the things your customers/users actually ask you to do in the real world! This coveres the main parts of what anyone needs to consider, cause even if the job is entry-level or "lower" level it's still necessary for a lot of companies.
And you (I) can still make a good living doing tech support for the right company.
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