Anyone here work in IT support?

OP

Original post by winterscoming

I don't work in IT support personally, but I can pretty much describe what kinds of things are involved in that sort of work.

Most IT support jobs are user-facing "helpdesk" roles - meaning being available for users/customers to answer any IT queries - for example:

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User account management, access rights and password issues

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Installing and configuring users' software

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Assisting with issues on users' O/S install or applications - e.g. Windows settings, MS Office, E-mail, Browser, etc.

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diagnosing and and fixing errors/faults on users' devices

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software deployment and deploying patches/updates

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Managing and monitoring IT equipment and infrastructure (e.g. inventory records, checking diagnostic logs)

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buying/installing/configuring new equipment/software/licences

Overall, IT helpdesk support usually isn't a high skilled role since it focuses on users' devices rather than critical business infrastructure. It's often an entry-level role which involves picking up a lot of fairly low-level tasks, but it's a decent entry-level role for picking up basic technical experience while also studying for certification, or completing training for more skilled jobs.

I work in IT support I am just wanting to compare job roles, what you said is BS would like to see you migrate servers, configure DHCP etc how is that low level unskilled work? Very insulting!

Reply 3

Original post by 69Tekashi69

I work in IT support I am just wanting to compare job roles, what you said is BS would like to see you migrate servers, configure DHCP etc how is that low level unskilled work? Very insulting!

Calm down, I'm not insulting anybody, I'm describing a typical workload for IT helpdesk support technicians, who tend to be user-facing support staff who deal with low level issues. You see a lot of jobs advertised at this kind of level, and they are usually aimed at people who don't yet have a degree, and who haven't studied for any professional certification.

The type of work you are describing is more like infrastructure engineering, involving networks and servers; in a lot of larger companies, the people who support infrastructure are not the same as the first-line helpdesk support personnel.

Infrastructure engineering is a high-skilled role, but it is usually different to IT support.

(edited 5 years ago)

Reply 4

OP

Original post by winterscoming

Calm down, I'm not insulting anybody, I'm describing a typical workload for IT helpdesk support technicians, who tend to be user-facing support staff who deal with low level issues. You see a lot of jobs advertised at this kind of level, and they are usually aimed at people who don't yet have a degree, and who haven't studied for any professional certification.

The type of work you are describing is more like infrastructure engineering, involving networks and servers; in a lot of larger companies, the people who support infrastructure are not the same as the first-line helpdesk support personnel.

Infrastructure engineering is a high-skilled role, but it is usually different to IT support.

IT support doesnt mean helpdesk... its any role where you support computers/networks. And still the helpdesk guys at my place are highly skilled with extensive knowledge of various operating systems, software and hardware.. bit stuckup to say its a low skilled job.. most these helpdesk jobs these days wont take randomers of the street some even ask for degrees.

Reply 5

Original post by 69Tekashi69

IT support doesnt mean helpdesk... its any role where you support computers/networks. And still the helpdesk guys at my place are highly skilled with extensive knowledge of various operating systems, software and hardware.. bit stuckup to say its a low skilled job.. most these helpdesk jobs these days wont take randomers of the street some even ask for degrees.

There are different levels of IT support, and different companies work in different ways.

I was specifically talking about Helpdesk support - there's a big difference between a helpdesk technician and an infrastructure engineer. Companies don't want highly paid network or infrastructure specialists spending their valuable time dealing with basic issues about user password resets or inventory tracking when they can pay a relatively inexperienced junior to soak up all of those tasks.

(edited 5 years ago)

Reply 6

OP

Original post by winterscoming

There are different levels of IT support, and different companies work in different ways.

I was specifically talking about Helpdesk support - there's a big difference between a helpdesk technician and an infrastructure engineer. Companies don't want highly paid network or infrastructure specialists spending their valuable time dealing with basic issues about user password resets or inventory tracking when they can pay a relatively inexperienced junior to soak up all of those tasks.

Again you are wrong.. have you ever worked a helpdesk job? Helpdesk is pretty much a genric term given to frontline staff, they even use the term in hotels.. depending where you work depends on what tasks you will do as a helpdesk engineer.. yes some companies have their helpdesk guys doing password resets whilst others have them doing server side support. You are speaking about helpdesk as though it has a standard set of job roles applicable to all organisations.

Reply 7

Original post by 69Tekashi69

Again you are wrong.. have you ever worked a helpdesk job? Helpdesk is pretty much a genric term given to frontline staff, they even use the term in hotels.. depending where you work depends on what tasks you will do as a helpdesk engineer.. yes some companies have their helpdesk guys doing password resets whilst others have them doing server side support. You are speaking about helpdesk as though it has a standard set of job roles applicable to all organisations.

As I said above - "There are different levels of IT support, and different companies work in different ways."

(edited 5 years ago)

Reply 8

OP

Original post by winterscoming

As I said above - "There are different levels of IT support, and different companies work in different ways."

You also state you were specifically talking about helpdesk support hence my reply.

Reply 9

Quady

Original post by 69Tekashi69

I work in IT support I am just wanting to compare job roles, what you said is BS would like to see you migrate servers, configure DHCP etc how is that low level unskilled work? Very insulting!

That's not help desk stuff. It's 2nd line support and the poster specifically said help desk.

Or are you saying 1st line is skilled work too?

Reply 10

Quady

Original post by 69Tekashi69

Again you are wrong.. have you ever worked a helpdesk job? Helpdesk is pretty much a genric term given to frontline staff, they even use the term in hotels.. depending where you work depends on what tasks you will do as a helpdesk engineer.. yes some companies have their helpdesk guys doing password resets whilst others have them doing server side support. You are speaking about helpdesk as though it has a standard set of job roles applicable to all organisations.

Does anyone have their second and third line doing triage and first time fix?

Reply 11

OP

Original post by Quady

That's not help desk stuff. It's 2nd line support and the poster specifically said help desk.

Or are you saying 1st line is skilled work too?

IT Helpdesk Technician http://www.indeed.co.uk/viewjob?from=appshareios&jk=3f3d9fdae851a619

Nuff said

Reply 12

username2269391

18

Original post by 69Tekashi69

I work in IT support I am just wanting to compare job roles, what you said is BS would like to see you migrate servers, configure DHCP etc how is that low level unskilled work? Very insulting!

lol server migration is for babies.... configuring any kind of protocol (especially client-server) other than SOAP is easy peasy as well. I know it sounds like technical stuff but once you see someone do it once you've pretty much learned it.

Reply 13

Quady

Original post by 69Tekashi69

IT Helpdesk Technician http://www.indeed.co.uk/viewjob?from=appshareios&jk=3f3d9fdae851a619

Nuff said

Glad I've not got that job, thought the market was stronger down south, seems not.

Reply 14

OP

Original post by JavaScriptMaster

lol server migration is for babies.... configuring any kind of protocol (especially client-server) other than SOAP is easy peasy as well. I know it sounds like technical stuff but once you see someone do it once you've pretty much learned it.

Do you work in IT? I guess not if you think migrating servers is easy seeing though theres a very high chance something will break, you will need to really understand the system to be able to fix it. Let me bring this to your level by saying anyone can copy/paste a line of code but do they understand it..? I could sit and watch you type in some code that creates a simple web based app and then replicate what I have seen and go tell my friends programming is for babies.

Reply 15

Original post by 69Tekashi69

You also state you were specifically talking about helpdesk support hence my reply.

Indeed, and in large companies at least, it's common to find dedicated IT helpdesk support personnel whose responsibility is to look after low-level tasks, so that their senior infrastructure engineers are not bothered by those requests, and those people are able to work on larger projects.

Reply 16

username2269391

18

Original post by 69Tekashi69

Do you work in IT? I guess not if you think migrating servers is easy seeing though theres a very high chance something will break, you will need to really understand the system to be able to fix it. Let me bring this to your level by saying anyone can copy/paste a line of code but do they understand it..? I could sit and watch you type in some code that creates a simple web based app and then replicate what I have seen and go tell my friends programming is for babies.

Yes that's why developers earn 3 times your salary...

Reply 17

Reue

Original post by 69Tekashi69

Do you work in IT? I guess not if you think migrating servers is easy seeing though theres a very high chance something will break, you will need to really understand the system to be able to fix it. Let me bring this to your level by saying anyone can copy/paste a line of code but do they understand it..? I could sit and watch you type in some code that creates a simple web based app and then replicate what I have seen and go tell my friends programming is for babies.

Do you work in IT? You seem to have a massive chip on your shoulder and it's really not clear why.

Perhaps at your level there is this clear rivalry between infrastructure and developers however once you get more senior you'll begin to realise that ultimately you all work for the same company and need to work together.

Reply 18

Reue

Original post by Quady

Does anyone have their second and third line doing triage and first time fix?

Depends just how bad things have gone. For enough money I'll happily do triage in an emergency :biggrin:

Reply 19

OP