First line support is not even a job in itself. It's more like volunteering, but without the ethical bit.
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<Insert idea here> will never be adopted because the politicians are in the pockets of the banks! -
but everyone started from somewhere .. I guess you also did..Originally posted by petergriffin View PostComment
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Coming from someone who now does network/security design and implementation but started doing 1st line. 1st line is easily the hardest job in IT.Comment
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Main problem is dealing with stupid, illiterate and annoying users.Originally posted by SuPaStA View PostComment
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In my case my official career ended there. There's no progression from 1st line tech support.Originally posted by rurffy View Post
Not that I'm not doing IT now, just it's not in my job description.<Insert idea here> will never be adopted because the politicians are in the pockets of the banks!Comment
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Speaking as someone on the other end of support, good quality support is a key service in enabling people to get on with their jobs. When the council I used to work for outsourced its IT , the service gradually deteriorated and when I went back as a contract worker recently the IT support was rubbish.Comment
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Don't listen to this lot, if your good at what you do why change if you don't want to, we all want to be on £500 a day but it's not going to happen for everyone especially if you can't be arsed with upskilling, there always seems to be contracts around for 1st line, yes some pay poor money but if you can afford to pick and choose there is no reason why you could not make a reasonable living, (as long as your not driving a ferrari and living in chelsea), you need to be looking for a technical support desk rather than call center because anyone can answer a phone but not everyone can handle a call, that's the difference
I did 2 years help desk, and i liked it, stick your headset on have a chat with all the totty find out all the gossip, pass the technical stuff up the line, easy life,Comment
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Totally agree, the service desk staff at my client keep leaving which means we had a stint of 'helping out', I had to bail out of one call because I just couldn't understand what the user was saying, after asking for their name 3 times and asking them to spell it out I still couldn't understand the gog accent. Talking to HP in India is a doddle by comparison.Originally posted by SuPaStA View Post
I see loads of 1st line gigs advertised, I don't understand the poster who said it isn't worthwhile contracting as some of the rates could net 35k pa with a good run, no perm role will pay anywhere near that.
As others have said get into the technical end of roll-outs, refreshes and migrations to up your skills and experience, you really want to get away from 1st line asap.
Saying all that, I find the 'lines' are crossing over depending on where you end up. 3rd line support roles where you are expected to take service desk calls isn't uncommon at a client with a small user base.Science isn't about why, it's about why not. You ask: why is so much of our science dangerous? I say: why not marry safe science if you love it so much. In fact, why not invent a special safety door that won't hit you in the butt on the way out, because you are fired. - Cave JohnsonComment
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As someone doing 1st line support I am permie and earn way way more than that.Originally posted by gingerjedi View Post
But as someone said, its putting up with stupid annoying users that is an issue. Stress is suppressing the desire to beat the sh1t out of some c**t who desperately deserves it.Comment
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First Line support is the IT service. All the super-important techies with the propellers on their hats and the layers of pseudo managers doing the Scrum thing routinely forget what it is they are there to do - deliver the service to the users.
The poor sod on the end of the phone trying to sort out your rubbish implementation is the face of IT. The rest of us would do well to remember that.Blog? What blog...?
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