Advice: Tech Support to Sys/Net Admin

I’m currently a level 3 technical support engineer at a flat model technical support position working on specific network products my company sells. I basically resolve the issues without escalation to anyone. The only time I escalate is if it’s to software developers. I get to use my general networking knowledge to help troubleshoot things outside the products. I work only with sys/net administrators. Overall it’s challenging work, but from a money standpoint, I could be making more. Here are the highlights of the position now:

I have standard hours I have to work; no swing shift. I get to go home at the end of the day and not take any work home with me.
I manage a lab, so I can take time out of my day to test things. I actually get to touch hardware.
I have CCNA and MCSE (2013) certs right now.
I have to carry a phone every 5 weeks or so for just 1 week. We don’t get many calls; it’s meant for only high severity issues.

Here are the things I don’t like:

Dealing with clueless sys/net admins.
My ideas to improve support’s function go unheard by upper management.
Ideas to improve the products go unheard as well.

I was looking at either going the sys/net admin route as a stepping point, but have heard all the various reasons this wouldn’t be the best move (High stress, long hours, etc). I do have some programming experience, but my degree is not in computer science. I’m not really sure I could take working on code all day. Would it be a wise move to get into sys/net admin or should I look for something else?

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Comments

darkerosxx

Most sysadmins don't work on code all day. Or at least aren't required to. And I know there are a good amount that aren't "high stress, long hours, etc.". Don't take what I'm saying the wrong way, I'm not undermining your concerns or saying they're not real, but what I am saying is that there are plenty of sysadmin positions available that are productive and successful, but not grindy, stressful, sweatshops.

You mentioned stepping point... what is your end goal?

inverse_one

Sorry, I must of worded it incorrectly. I'm at a fork right now, I can either get into sys/net administration (As a stepping point because it's seems like the next step for someone in my situation) or I have some opportunities to get into development. I don't have a full computer science degree and I don't know if I would enjoy coding all day.

So in other words, I like working on systems and networks, but don't care to have engineering/developer level of knowledge on how everything works. My main concern about sys/net administration is now I'm in a position where I'm responsible for keeping things up even if it means more hours and/or stress than I have now.

Mutata

I was in a similar position to you about two months ago. I moved from a Level 3 Technical Support position to a full on System Administration position. Maybe my .02 would help you.

1) Moving to a Sys Admin position for me has added some support to super-end-non-technical-users. Even though you say you dislike working with clueless net/sys admins they still tend to know a bit more than end users.

2) As a Sys Admin in a relatively small department, I have MUCH more input on technical implementations, process and how things should work in general. I love this.

3) Do you want ownership of a network? If you do, be prepared to answer some after-hours calls, do some work after hours etc. However; unlike my support position I have found it works both ways. Leaving early, time comped for weekend work.. what have you. I have found that the work/life balance as been similar if not better

4) Working with a specific companies product.. are you siloing yourself? I found that I was an expert with the software I was supporting, but then I had to ask myself how relevant is this knowledge going out and looking for a different job? Is it a widely used product?

5) What drives you to work in IT? I moved because I needed an additional technical challenge and I wanted to be responsible for projects and systems.

My post seems a little scattered, hah. But I hope it helps

Cheers,