So great, i escape from a piss poor paying job on 1st line technical support because ive been offered a better paid job with more prospects.
I started Monday and i loath it already. The description of the job was 1st line with a strong emphasis on bringing 2nd line fixes into 1st line to save money.
Today ive pretty much been told that im stuck to doing password resets and call routing. Back to the job market!
Im livid, ive been lied to. But the muppets there are getting paid 17.5k for this, Im on 15k on a temp contract. I was happy with that on a trial asis. back to the job searches!
no idea what most of that means, but good luck with the job search mate.
Quote from: DEViANCEno idea what most of that means, but good luck with the job search mate.
Imagine you took a job as a proper mechanic, then got there and discovered you where changing tyres and nothing else.
That sucks :(
Good luck finding a better position.
Quote from: BeakerQuote from: DEViANCEno idea what most of that means, but good luck with the job search mate.
Imagine you took a job as a proper mechanic, then got there and discovered you where changing tyres and nothing else.
well put, unlucky dude.
1st line support is a crap job. I should know, Ive done a number of such jobs, for Time Computers and Talk Talk broadband.
On the subject of technical support, could someone briefly explain what it means by " This position is to provide third level support fo the IT help desk "
Im about to apply for something. What is third level support?
From the small amount of Interaction I have had with the upper teirs of support, its something like this:
1st = Customer / User Facing, fault logging, simple fixes.
2nd = Fault identification, minor solutions and fault escalation.
3rd = In depth fault diagnosis, solutions or escalation.
4th = First line Developers; small code changes.
5th = Second line / core developers; large scale rework.
Obviously it depends on how big the organisation is and what exactley youre supporting !
Thats the impression I got, though I wasnt sure exactly where in the ladder of technical support it comes.
Its with Calor Gas.
"Support fo the IT help desk in iSeries and core ERP issues. In addition you will be expected to get involved with project work, capacity planning and hardware issues."
The way Ive seen support operate previously is:
1st Line - Password Resets etc - stuff that needs minimal diagnosis and is trivial to fix.
2nd Line - More complicated issues that arent dont necessarily have an instant solution but can be resolved without modding the code. Can include some data-patching.
3rd Line - Code changes and the management thereof in response to support issues.
In my experience, 3rd Line is an ok job, not as good as proper project developer but a good way into that sort of work if you show your straps.
What ive experienced as a "Technical Support Desk" as opposed to a classic IT support structure, and it works pretty well in comparison to what ive observed elsewhere. :
Tier 0 : responsible for producing the Knowledge base articles. Handling the Request procedures and the like. Basically anything that isnt headset things. usually handled through E-mail and Automated request systems.
Tier 1 : 1st customer contact point, password resets, simple fixes (less than 15 minutes) and general duties like clearing off print queues. The passwords team at my last place where exactly that. A team of techno-moronicals who where happy to chug along all day resetting passwords and messing with stuff that didn;t require thought. The rest of the T1 staff where actually fixing things.
Teir 2 : Advanced OS and Application fault fixing. Also dial-in support and software installs in specialist teams
Teir 3 : Anything else. Specialist networking/Applications/Projects and the like.
Works well, even if they did pay like scrooge on a bad day.