Career advice - IT helpdesk

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Raiden1221

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Topic # 95864 15-Jan-2012 01:33

Hi fellow geekzoners, just wanting some input with regards to how long should i be working helpdesk before trying to move up. Currently i am wanting to move up to becoming a network engineer or something along that line. I am just a fresh university graduate in information systems, i current work for an isp doing csr work. The thing is this is hardly IT exp as i am pretty much doing the most basic troubleshooting. I wouldnt even consider it lvl 1 support, more like 0.5. Just finished my 90 day probation and just wandering if I am going the right way. I was Pretty desperate for this job as i had no prior exp. my main question is should i last out a year or try looking after 2? I also want to get a few certifications but the hours i work make this impossible.

Sorry for the long post but i thank you guys in advance for the responses.

insane

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Reply # 568989 15-Jan-2012 03:52

I got an Info Systems & Management degree from Massey uni, worked on a Residential / Business HD for 13 months before moving to the Corporate HD. Was another 14months there before moving into jnr systems engineer and a year later to systems engineer.

If you're keen to learn, have a good attitude, and are in the right company you can move really quickly. I believe I was very fortunate to have things work out the way they did as some guys which I started with haven't moved at all in 4 years, but others who have been hired more recently have, so it's up to YOU to make a real impact, no matter how basic the work seems.

networkn

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Reply # 569020 15-Jan-2012 10:40

I would think a minimum of 1 year where you are will give you a base. Use that time to up your knowledge in other areas you are interested in. Helpdesks whilst not glamours are a good place to learn patience and customer handling skills, and a good practical knowledge of phone support and basic troubleshooting is pretty essential where you are. Also 3-6 months in 1 job doesn't look that great in a resume.

If you are stable and getting paid, and have regular hours, you are doing better than a lot of people I know!

gzt

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Reply # 569038 15-Jan-2012 11:49

There is no minimum amount of time. If you have objectively better opportunities elsewhere you should take them. Skills and qualifications are in demand, not length of service.

That said, you are getting good skills in your present position which will be valuable in your next job and on your CV. You will have an advantage over quite a few candidates.

Regarding certifications. If you can spend even 15 or 20 minutes x 5 days a week reading a guide and progressing the lab work - you will make significant progress, and you will be able to answer serious questions about it long before you complete it. If it is something relevant to your current workplace all the better, if it is not, that is up to you.

Raiden1221

17 posts

Geek

Reply # 569053 15-Jan-2012 12:42

Thanks for the replies guys, now that you mention certifications. Have you got any reccomendations on what certs to aim for? I have my eye on the microsoft certification

MCITP – Server Administrator
MCTS – Active Directory
MCTS – Network Infrastructure

then after that finish of CCNA that I already started.
and then I heard getting so hands on exp with juniper is also good?

insane

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Reply # 569252 15-Jan-2012 22:14

Raiden1221: Thanks for the replies guys, now that you mention certifications. Have you got any reccomendations on what certs to aim for? I have my eye on the microsoft certification

MCITP – Server Administrator
MCTS – Active Directory
MCTS – Network Infrastructure
then after that finish of CCNA that I already started.
and then I heard getting so hands on exp with juniper is also good?

In your first post you said you wanted to become a network engineer, if that is what you want then first complete the CCNA. MCITP etc will send you down the Systems Engineering route.

Raiden1221

17 posts

Geek

Reply # 569718 17-Jan-2012 00:24

Thanks for clearing that up insane, perhaps i need to look deeper into what path I want to take. I will most likely take my CCNA asap. Any suggestions as to where to take the exam in auckland?

insane

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Reply # 569722 17-Jan-2012 00:46

Raiden1221: Thanks for clearing that up insane, perhaps i need to look deeper into what path I want to take. I will most likely take my CCNA asap. Any suggestions as to where to take the exam in auckland?

I can find our for you, one of our Network Engineers is a CCNA/CCNP trainer and teaches night classes in Auckland. If you're in Auckland too then it may be useful to you as a few of our helpdesk staff have been getting training and are just about ready to sit their exams too.

jackk

53 posts

Master Geek

Reply # 569865 17-Jan-2012 12:36

Good on you for looking at your next role already. If you felt that you have learnt all you can on your current ISP role, by all means go for a new one. Your next employer will for sure understand your reasons behind it.

It might be somewhat difficult trying to land a network engineer role with only ISP helpdesk experience, (even with CCNA). Perhaps you can look for something that will bridge that gap, may be a role with a company that provide managed IT services to other SMB. You can get exposure to many different technologies, as well as many different types of networks/clients. Perhaps spend a year or two in that role, this experience should give you a good chance to transition into a network engineer role. Certification is really important, spare an hour or two per day and you should have your CCNA done in 3 months if not quicker.

AMES on Queen Street as well as Auldhouse at Ponsonby are Cisco test centres. Good Luck!

Raiden1221

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Geek

Reply # 569903 17-Jan-2012 14:02

Insane: That sounds pretty good. It stinks how I got the most ungodly hours 11-7.30pm. So I pretty much miss out on everything.

Bee

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Reply # 569917 17-Jan-2012 14:21

Is this your first Helpdesk role and you havent been there long? My advice would be to stick with it for as long as you can but certainly be on the look out for something else... Good IT staff will always have plenty of options - apply for jobs that look good and get your CV to as many recruitment agencies as you can and sit back and see what offers come in.

My own story I spent about 6 years in a helpdesk role, changing jobs every 24 months roughly - each time to a different industry and completely different environments from being the sole support for 140 users to being part of a team of 8 supporting almost 10,000 users. Also went to interviews for a lot of other positions in between and yes some of the positions I was offered I declined - looking for the right fit for me. Each experience has given me more and more knowledge and a variety of skills to be able to handle whatever comes my way - I was looking to expand my career in one direction until the company I am with offered me a promotion in another direction.

Build up your skills and knowledge and stay current which means always actively learning everything you can.

Raiden1221

17 posts

Geek

Reply # 571067 20-Jan-2012 01:02

Hey guys just another quick question how do I classify the difference between 1st and 2nd level support? trying to update my CV and not sure 100% the difference after searching in google.

insane

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Reply # 571071 20-Jan-2012 03:01

Raiden1221: Hey guys just another quick question how do I classify the difference between 1st and 2nd level support? trying to update my CV and not sure 100% the difference after searching in google.

First level would typically have the first interaction with a client and wouldn't go much past using templated troubleshooting methodologies to solve basic incidents. Second would sometimes be an escalation for the first, but not exclusively, and would include more advanced troubleshooting to tackle the more complex incidents.