First to Third Line Variations

Oh man! Ad-blocking software has been detected! :'(

This website is run by the community, for the community... and it needs advertisements in order to keep running. Blocking our ads means your killing our stats!
Please disable your ad-block, or become a premium member to hide all advertisements and this notice.

I've seen quite a few threads on here regarding how long people stay in 1st line support, and it seems it's often only 1 or 2 years for many people. Where I work one of the second line engineer's has over 4 years of experience in the same company!

Perhaps it's a much larger jump from second to third line but I still wonder if it varies a lot from company to company.

Any thoughts?

 

Oh man! Ad-blocking software has been detected! :'(

This website is run by the community, for the community... and it needs advertisements in order to keep running. Blocking our ads means your killing our stats!
Please disable your ad-block, or become a premium member to hide all advertisements and this notice.

This is a question that can be answered by the individual themselves as 4 yrs in second line for them might not be too bad an experience to gain within the same company.

Again second line sometimes depends on the company might actually involve a bit of 3rd line support task as well. Lastly, every person's career goals and aspiration are different, hope this answers your question? Cheerio

 

I forgot to mention, another second line engineer has worked there for 8 years. Makes perfect sense I suppose, depends on the person weather they advance quickly or not at all.

Cheers Guys

 

I’ve seen people stay in their respective level of support for numerous years. In smaller companies the lines a bit more blurred. In larger organizations, I see more (short-term) financial reward for first (& second line) support levels.

On-call bonus can tempt some to remain on the desk.

 

Many people have 1 years experience x four or more. Where they have not undertaken the course of progressing there career or knowledge. Then they wonder why they have not been put up promotion or get to the next level.

Don't forget, IT as a skill set is 'easy to learn' compared to the rest of the package e.g. inter personal, communication, time management, decision making, presentation etc are ALOT harder to come by.

You can teach people IT, but you cannot teach them how to be nice (omg I sound corny!)

 

it depends on a lot of things such as what 1st, 2nd and 3rd line jobs actually do in the company and whether you are happy doing it and what expectations you have for your career. some first line roles just require logging of tickets with needs little technical ability so you wouldnt expect to stay there long. where as at mine currently the first line support makes all kinds of a/d, exchange changes and all kinds of software troubleshooting etc which means you'd have to stay there alot longer to learn everything you need.

Grim