IT Support Specialist

Mrs Garth Brooks

I really want to get off the dole and do something.

I have been on the dole since finishing college last year. There's not alot of jobs going here. I have been applying to jobs here and in the UK, so hopefully something comes up soon.

I did something I have a real passion for in college but from talking to people, most of them leave cause the pay is crap here and in the UK. If I get work, I will probably give it a go and see how I get on. Its not the money im after but I have to live also.

Another option I have is a year out to Australia on the working holiday visa.

Another thing I have been thinking of is doing a FAS course. I have seen a course in IT Support Specialist on the FAS website.

I don't know much about the course or what the job involves after qualifing. It looks as if there's alot on the course, like Comptia A+, upgrading and installing hardware, computer networking, IT security and loads more.

All I know its to do with computers and I always liked to work with computers.

So for people in IT, what's it like as an IT support specialist and what's it like day to day.

uberpixie

HardLuckWoman wrote: »

So for people in IT, what's it like as an IT support specialist and what's it like day to day.

Varies greatly depending on the company.

Typically speaking IT Support is divided up between:

Level 1 - Answering the phone/email, logging tickets, basic trouble shooting.
(no experience required, typicaly you take a person off the street and make them read from a database....)

Level 2 - Deskside support, printer calls, hardware calls, network cable patching, looking at issues escalated by level 1.(some experience required)

Level 3 - network support, server support, looking at issue that level 1 & 2 have escalated. (A lot of experience and technical skills required)

A lot of the times level 1&2 (or even levels 1,2&3) can be done by the same team depending on the size of the company and their setup.

I would look to get into a small company if possible: usually better treated by the company as the staff know you directly and you have plenty of opportunities to get your hands dirty and learn hands on and get stuck into projects.

Large companies if you are starting out: you will be answering the phone and logging tickets and probably won't get to do much fixing. Leave after a year for something else unless there are opportunities to advance.

Atm I am working in a small sized company and do Level 1&2 support. I have a lot of freedom and get to play with a lot of tech I would not have had the chance to previously where I worked in a very large company. I enjoy my job.

Typical duties: imaging pcs, fixing printers, troubleshooting software and hardware issues, network cable patching, working with level 3 departments to get issues resolved, logging calls, complete access requests, update documentation. Work can be using remote access to remote into someones PC to fix an issue or calling deskside depending on the problem/seniority of the person involved.....

It took me two years working call centres before I landed my first deskside role. It can take a little while break out of the call centres, most companies will not touch you unless you have some call centre work under your belt as they know you probably have some sort of customer care skills and are used to working under pressure. Money can vary greatly: I started out on €21,500 for level one tech support in a call centre, some places pay you more, some less... It takes a while before you earn a bit more.

If you like constantly learning new things and getting challenged with the sheer random: IT maybe for you. Just remember every company you work will be a different experience: some will be hell on earth others are places worth working in. It can be a thankless job at times but I enjoy the variety of work.

donegal11

When you say call centre work do you mean IT support level 1 then you moved to desktop meaning level 2 ? or just general call center work to begin with and then got an support role?

uberpixie

donegal11 wrote: »

When you say call centre work do you mean IT support level 1 then you moved to desktop meaning level 2 ? or just general call center work to begin with and then got an support role?

Originally I went into a call centre to do level 1 broadband tech support, that lasted a couple of weeks before the account moved to another country and I was transferred to billing support.

I worked my way up from there and managed to get off the phones into a back office job after a few months before getting transferred into another tech support account in the same call centre, took me about 11 months to escape billing.

Then had a year doing level 1 tech support before leaving for another job, another call centre level 1 work again but for a corporate client for a bit more money and a smaller commute. Worked my way from there into a desk side support role, very much a case of being in the right place at the right time and willing to go to a site no one else wanted to go to. Worked out well in the end and I got a lot of good experience before moving onto my current role.

biko

It's often boring as you can imagine but ti's a way to get a foot in the door and move up inside the company.
Make sure to ask about career prospects at interview.