Best way to progress from 2nd Line Support

Hi there, 1st post here so thought id start it off with one thats of interest to me - how do i progress from Desktop Support, ive been doing this for 9 years now and want to get into 3rd Line, interested in a more Admin/Server role with hands on involved and something a bit more challenging! Been in IT for 9 years (all 2nd line) 6 years perm and the last 3 years ive been contracting and still am, much prefer the contractor way of life. I have all the CBT nuggets and Transcender stuff but find it difficult to follow without being able to use these systems on the job. Just a general question really as i know there are many routes into different areas of IT. 9 years doing 2nd line! i need the change.

[roadster198]

The first obvious one would be to get training in a few hot areas VMWARE for example. As you are currently contracting this can be an expensive option unless you have some cash tucked away and some spare time.

Do you have any machines at home???? if not best to get a mini lab setup and play around with what you want to learn. The best way to learn is still hands on.

Worst case scenario go back to permie for a year or so get (WORST CASE!!)

[Keldin]

You can get yourself a decent home computer with a lot of memory and some small old drives to store the virtual machines (so disk access doesn't grind your pc to a halt) on and set up a network using VMware. VMware server is free.

You can tell the company you are at that you would liek to get involved in server support (easier if you are permanent). Volunteer to help with server builds and rollouts over weekends. Get friendly with your local Sys Admin or server guy.

Pass your MCSE exams - not that much use for getting you the experience but might get you in the door for a low paying server job.

Work for a small company that expect one or 2 IT staff to do everything including changing lightbulbs.

I went from a non IT job to running a 300 person 5 office company's network in 2 years. Things that helped were:
I started in a 15 person branch office and they needed someone to do e desktop support. I helped out the Sysy Admin from head office following instructions over the phone if neccessary. By telling me how to do it he didn't have to tell all 15 staffers once each (or more). Buildin desktops and swapping backup tapes led to installing servers and doing restores etc.
Eventually he moved on to something else in teh company and he suggested I take over the job - bit of luck involved in this step.
Company tripled in size to 300 while i was there and I went along for the ride.

K

[lukemg]

I would consider a bigger change than aiming at 3rd line. Support is being eroded by outsourcing/offshoring, cheaper and more reliable kit (stick a new box in/failover to mirror etc) and few barriers to entry = huge supply, smaller demand = 10 notes an hour.
I would suggest 3 possible alternatives:
1. Get your ITIL foundation and look for a Service Delivery/manager role. You still need the techie knowledge to underpin but if you have personality and are happy to communicate with all levels, this could be a good option. I did this from a similar position to you.
2. Project Management - yes it's lots of grief but there are jobs out there, get Prince 2 practitioner, turn all the implementation/project work on your CV into projects you have run and try to get a project job.
3. Incident Management - Techie knowledge helps, note the role requires you to make sure others restore service ASAP co-ordinated by you and communicated by you.
As it happens I am running a team likely to be looking for incident managers soon and 2nd line support experience is one of the useful criteria we set.
All these depend on your personality though, if you are a bit geeky, consider coder training, if not, there are other options.
You are right to be considering a change though, support is dead or sying.

[Jog On]

I agree with both of the above posts, I’m 2nd line as well but I’ve avoided moving to 3rd line because it just doesn’t suit my lifestyle. I don’t like being phoned up at 2 am being told that some vital server/router/switch is down and can I remote in or come in and fix it. I also hate people standing over me asking “when it might be back up again because [insert name of MD] or some important client is waiting on blah blah blah” It’s just not for me so my IT career is going in the direction of ITIL and Prince 2 rather than MCSE/CCIE. Well that’s plan B anyway – until plan A kicks off and it’s goodbye It altogether.

But that’s just my choice. I think if you want to move up you can get some exams and look for 2nd/3rd line roles. Don’t lie about experience but state on your CV that you’re comfortable doing some 3rd line stuff and look for crossover roles. That’s the beauty of contracting you can get all kinds of experience quite quickly.

[DBA_bloke]

A Career-in-a-box is Oracle DBA work. Pays quite well, and if you get to be good at it, contracts are always available.

I got into Oracle DBA work by seeing that my AS/400 programming days were numbered; had a pow wow with 'er indoors; we decided to go for the nuclear option, and I jacked-in my job, bought loads of books, bought a CBT thing, bought 2 cheap old IBM PCs, got them a load of memory and studied solidly for 8 hours a day, 7 dayas a week, for 12 weeks. Ta da! I was more knowledgeable and useful than all of the DBAs I've met since. Fibbed a bit to make it look like I had DBA experience, but I knew I was good enough to do the job "for real".

Pick a discipline you like and go for it. And put some dosh aside to live on while you study.

[Dante]

Gra555,

There is some good advice given above regarding specialising/diversifying.

All i would add is to specialise in something you're interested in. Support isn't necessarily dying, just evolving. You may be no longer be replacing tin, but you might designing and deploying secure baseline images, or P2Ving old boxes etc.

There will always be a place for good techies - and if you're enthusiastic about your set of technologies, you will do well in interviews and progressing within roles.

Stay current and stay interested (it's a struggle on both counts for us all).

Cheers,

Dant

[Gra555]

Cheers Guys, some interesting stuff there and definatley worth thinking about, I think i need to take some time and get some study done then do a few exams, My current contract comes to an end soon so maybe then would be a good time to dedicate myself to study. I hope the Support side of IT isnt dying and is just evolving as its always provided me with a job although i definaltly feel i have reached my ceiling as far as 2nd line goes. Im pretty good at what i do so feel if/when i do progress id be much happier and more than likely better off! I think what id like to do is get a few exams behind me and go from there, i have found that since becoming a contractor i am involved less and less with any server work so found any knowledge in that area slipping away, quite scary really! Some good posts here though and some good suggestions, gives me plenty to think about. Cheers Guys.

[Gra555]

Thanks for the reply guys, some interesting things to think of there, i think what i am going to try and do is get a few exams behind me, even if it only improves my CV and opens a few more doors. My current contract is coming to an end soon so that would be the ideal time to dedicate time to study, one things for sure is that i have reached my ceiling in Desktop support and its time for a change. From your posts and suggestions it looks like theres a few ways of progressing away form 2nd line support so will look into these a bit further. I do hope that Support isnt dying and is just evolving though as its always provided me with a job and kept me interested in IT. A lot of suggestions to think of now so thanks for the replies.