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Getting into 1st line support?

Discussion in 'Employment & Jobs' started by Honda, Apr 10, 2007.

  1. Honda

    Honda Bit Poster

    I have an IT degree and have been tryin since last july to get an IT job, i have applied for lots of jobs and have only had one interview and some callbacks from agencys. Iv noticed some 1st line supports jobs want customer serivce experience, so would it be worthwhile getting a call centre type job to give myself a chance of getting into support? Aroud how long would i have to do this job for before a company would consider me for a 1st line support job?
  2. mondos

    mondos Kilobyte Poster

    I start a CS job next week for exactly that reason, you could still be applying for jobs while getting CS experience, as for how long, well who knows just keep trying.

    Good luck :thumbleft .
    Certifications: A+
    WIP: N+, MCDST and finding a job!
  3. Mr.Cheeks

    Mr.Cheeks 1st ever Gold Member! Gold Member

    if you get get a role, even if its a call centre, then that will help alot when looking for a job in it1st line, as this will already prove that you have customer support experience, which is vital on 1st line. The reason that CS is vital, is due to the fact that when a customer/user calls, you will be the first point of contact and as far as i am aware, the majority of feedback given is more related to 1st line. good CS = good feedback.

    Hope this helps
  4. BosonMichael
    Highly Decorated Member Award

    BosonMichael Yottabyte Poster

    Any edge you can get over your competition will be helpful. If you can demonstrate that you can handle calls from customers in a support role, even if it's not IT, then you can probably handle calls from customers in an IT support role in the future.
    Certifications: CISSP, MCSE+I, MCSE: Security, MCSE: Messaging, MCDST, MCDBA, MCTS, OCP, CCNP, CCDP, CCNA Security, CCNA Voice, CNE, SCSA, Security+, Linux+, Server+, Network+, A+
    WIP: Just about everything!
  5. Tartanbill

    Tartanbill Bit Poster

    I spent just under 6 months in a callcentre and that's what swung me my current 1st line support job :)
  6. Arroryn
    Honorary Member

    Arroryn we're all dooooooomed


    Just a question... was there any specialism in your IT degree? Is support the way you want your career to 'go'?

    Oh, and IMO, keep plugging away. Certainly, to get a foot on the ladder, call centres should surely help, but I'm not sure how much you'd *learn* given some employers with their call time restraints and SLIs limiting the time you can spend on/with a client.

    Call centres and first line are kind of two sides of the same coin. Keep plugging away at First Line roles too, if that's the way you want to head.

    Good luck!
    Certifications: A+, N+, MCDST, 70-410, 70-411
    WIP: Modern Languages BA
  7. aw69

    aw69 Byte Poster

    I went for a call support job and I did not get the job because they said I talk too much:oops:
    Certifications: None
    WIP: A+ Network+
  8. samjhudson

    samjhudson New Member

    Hmmmm, interesting topic being discussed here.

    I have 2 years of call centre experience and about 2 years general admin experience. Would that mean that once I've completed my A+ I'd have a fighting chance of landing a 1st line support role?

    Where would such a role lead me? what would be the natural career progression?

    thanks guys
  9. derkit

    derkit Gigabyte Poster

    As BosonMichael said above, every advantage over your competition is always a good thing.

    I would say this is extremely fluid - is there a natural career progression? My aim is for technical project management eventually.... possibly, thats my long term aim at the moment. I'm doing desktop support currently, looking to move onto server support in the not too far future. I may like server support so much I won't continue with my current goal......

    My advice (which I what I'm also using) - get in a job, do it well, get noticed (for the good reasons!) and see what doors that opens - if the company is big enough, say a secondment to the networking team for a month, may be enough for you to realise that is what you want/don't want to specialise in. Try something else, after a while you'll get to understand what areas you prefer/are good at and that will direct you.

    Everyone has their own goals and ambitions to aim for - all or none of them may be no use to you.
    Certifications: MBCS, BSc(Hons), Cert(Maths), A+, Net+, MCDST, ITIL-F v3, MCSA
    WIP: 70-293

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