My helpdesk hell...

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Hi,

I'm currently working on an IT helpdesk doing 1st/ 2nd line support for storage solutions for a small company.

When I went to the interview, they said they would provide me with the training needed to support all their types of storage solutions, however I have found out that was a lie.

They didn't even tell me that they wouldn't pay me for being on call doing out of hours support 24/7 for 1 week in 3 weeks, and sometimes I get calls at 2 am in the morning and I get told off if i don't answer within 20 mins. I am just shocked at this.

I haven't been on a single training course, and have had only limited shadowing experience for one backup product- Attix5 and absolutely NO training on Networker, Tivoli Storage Manager, Symantec NetBackup, Replistor etc...yet they still expect me to take calls/ emails from customer to resolve complicated DR test issues, 3rd line support on problems that are not even documented...so even researching them is a nightmare!!

I already have 2 years' IT support experience with another previous IT services company, and the only reason I left that was because they weren't helping me to progress my career. The previous job I did had loads more hands-on experience and was more fun, but was poorly paid and was getting absolutely nowhere. I'm finding that working on this helpdesk is turning into a living hell for me.

A lot of the time I ask for help on backup/ restore issues, and nobody wants to help. They keep giving me helpdesk calls to troubleshoot and I feel like I'm sinking/ drowning!! I had such high hopes for this job and it's all becoming unbearable.

I have an A+ certification, and another problem I have is not knowing where I want to go in IT. Don't get me wrong, I love IT but helpdesk has given me an experience I don't wish to ever repeat again.

What other areas of IT can I go into? I'm a little bit confused about IT career paths and options open to me so if someone can clear that up I would be really grateful.

 

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Looking at your other threads this seems to be a recurring theme with you.

You're obviously unsettled in your job and unsure what you can do about it.

Do you have anything at all in writing from your employer confirming the training etc. ? Have you had an annual or part-year appraisal where these things can be brought up and noted "on the record" ? Have you thought about joining a union and discussing your grievances with someone there ?

I can understand how hacked off you can be if you're unhappy in your job but, in the current climate, could you get another if you walked out ? Have you tried applying for other positions currently ?

You have a lot of options/possibilities - you just need to keep your cool and explore some of them.

 

Not to sound harsh but I have been out of work now almost 3 months, so there are worse things.

Sounds like you need to raise these issues with management, and keep hassling them until something is done.

Also you should look into learning these software (I sympathise with Networker, that is the most complicated backup system ive come across) in your own time so you become more proficient and therefor reduce your own stress levels.

 

You'll have a contract of employment and you'll hopefully have a job description - what do they say? Do they commit to training courses, and out of hours support pay? If not, then don't expect to get it. If they do, then ask why you're not getting them.

I assume that, although you have never or rarely used the software or seen some of the hardware you're now working with, one of the reasons the company will have taken you on is because you'll have put something along the lines of 'can work alone or as part of a team', 'I enjoy resolving issues and not afraid of finding out answers for myself', or similar on your CV. Now, this company may well be taking this to an extreme (indeed taking the proverbial); however, you're A+ certified, and you know where to search to get a lot of the info you need. Plus, there;s places like CF to ask questions if you're unsure.

And, if you really do not like the job don't walk away. Bring your CV up to date, put the extra bits about the new software and hardware you've worked with, about the fact that you can work on your own, and go about getting another job.

Don't get downhearted, don't walk away... get a better job!

 

I understand what you are going through at the moment. My advice is to stick with it and 'if' you enjoy it you are on the way to a highly paid career.

Backup professionals command big bucks. It is the field that I want to explore further when I choose a specialisation.

I can only go by my older brother who is in backups. He has a basic in excess of £60K, 10% Pension, Company Car Allowance, Bonuses and he only works 8-4:30 and thinks getting home after 5PM is a bad day

Get the experience on your CV and learn the products as others have said, then exploit your knowledge into a much higher paid backup job!