Should you move companies for same position?

Queue

Hello,

I currently work on a help desk. I have lots of downtime at work, I have used this time to further my education. I recently interviewed for a "Systems Engineer" position. The position is tier 2/3 support. However, I just received a call that they don't believe my skills are in line for the position as I'm weak in networking and server administration. They state they want to still discuss further coming to the company on their help desk and learning their systems. No guarantee of a timeline for promotion. I only have experience at my current company.

Would it be a good idea to make a sideways move help desk to help desk in order to broaden my experience? Should I just stay at my current position and continue earning certifications and build a home lab?

I feel that I didn't interview as strong as I could have, being it was my first technical interview.

Thank you

scaredoftests

Why did they bring you into to interview then? Is their network different than what you are working in now? If so, I would say a reluctant yes, go there, but have it in writing that you will be promoted within 6 months or something.

ITSpectre

I would stay where you are. I have been on the Help Desk. Use that downtime to study, review, and expand your knowledge. All Help Desks are essentially the same honestly.. if you have worked at one, you can work at any of them. Its just a different SOP and a different ticketing system but you will be doing the same job just with a diff company. Also there is no guarantee of a timeline of promotion.... You can study your tail off and move up to Tier 2/3 at the desk you are at now.

What I did was when I didn't do good at interviews I would write down all the questions they asked me and studied them and the concepts so if I was ever asked that question again I could tell you off the bat what it was about. That helped me in other interviews. As the questions got harder I took note of what I did not know and learned it.

But to leave one help desk for another help desk just to learn a different ticketing system or how "they" run the help desk.... Nah it's better to stay where you are.

Queue

I actually work in an Enterprise environment at the moment. When asked how would I troubleshoot a user not being able to get to a web page. I responded:
1. I would test the web page from my end. To ensure the Websense filter was not the issue
2. I would ping the PC name to make sure it was on the network. Thus eliminating a Layer 1 issue
2. I would make sure the user had appropriate internet access. If I was able to access the site.
I then ended with without filters etc. That I would have the host run an ipconfig/all and verify the IP/Subnet and ping the default gateway.

That was the extent of the networking questions outside of what is the difference between a public and private IP address.

The other questions were have you ever performed a backup? No, however I have in a classroom environment. Have you ever worked on a hardware firewall? No, however I have troubleshooted a local firewall issue. What is your experience with servers? Outside of installing and configuring and my day to day AD use not much. When asked how do you remote in? I use x, I know there is a handful of other ways RDP, TeamViewer, etc, etc. What is your ticketing system? I use x, I'm sure they are all similar right?

They say their help desk would be different because they have all their users using whatever equipment they had when they contracted them so you have to support everything.

joelsfood

I"m going to argue it from the other side. Training/labbing only goes so far, and nothing really replaces experience on real equipment/network. Only being exposed to one network really limits your exposure and keeps you from valuable experience of learning other technologies, methodologies, etc. All other things being equal, I would consider it. Even without a timeline for moving up internally, the additional experience will help you find another job elsewhere if need be, rather than being stuck in same position in an interview down the road. This is one of the primary reasons I do consulting on the side (other than the additional money). It allows me to use other technologies and products and increase the amount of useful, valuable experience that I bring to the next interview/negotiation.

ITSpectre

joelsfood wrote: »

I"m going to argue it from the other side. Training/labbing only goes so far, and nothing really replaces experience on real equipment/network. Only being exposed to one network really limits your exposure and keeps you from valuable experience of learning other technologies, methodologies, etc. All other things being equal, I would consider it. Even without a timeline for moving up internally, the additional experience will help you find another job elsewhere if need be, rather than being stuck in same position in an interview down the road. This is one of the primary reasons I do consulting on the side (other than the additional money). It allows me to use other technologies and products and increase the amount of useful, valuable experience that I bring to the next interview/negotiation.

I see what your saying. But really the only differences are what you do ON the desk and the tools you use. If the other help desk has different tools then it may/may not be worth it. But all help desks are really the same.... create tickets and escalate. Solve issues and if you can't solve them then escalate. Also being in the same position IMO shows longevity.... It would look better on a resume to have a IT help desk job that he did for a year or two then one he did for 6 months and moved to another desk job.

ITSpectre

Queue wrote: »

I actually work in an Enterprise environment at the moment. When asked how would I troubleshoot a user not being able to get to a web page. I responded:
1. I would test the web page from my end. To ensure the Websense filter was not the issue
2. I would ping the PC name to make sure it was on the network. Thus eliminating a Layer 1 issue
2. I would make sure the user had appropriate internet access. If I was able to access the site.
I then ended with without filters etc. That I would have the host run an ipconfig/all and verify the IP/Subnet and ping the default gateway.

That was the extent of the networking questions outside of what is the difference between a public and private IP address.

The other questions were have you ever performed a backup? No, however I have in a classroom environment. Have you ever worked on a hardware firewall? No, however I have troubleshooted a local firewall issue. What is your experience with servers? Outside of installing and configuring and my day to day AD use not much. When asked how do you remote in? I use x, I know there is a handful of other ways RDP, TeamViewer, etc, etc. What is your ticketing system? I use x, I'm sure they are all similar right?

They say their help desk would be different because they have all their users using whatever equipment they had when they contracted them so you have to support everything.

Honestly thats a good environment to be in, because what happens is you have a bunch of people using different machines with different OS systems and different browsers connected to the same network.

but the majority of help desks are run on a enterprise environment.
Ex: outlook, ADUC, exchange, remote tools, skype for business, office 365, MS Office Suite etc...

Queue

joelsfood:

Yes, I am leaning in the direction of one network for my experience is bad. I like being uncomfortable and challenged. I believe even in a new help desk role I'd feel that for a good six months or more. However, I'm on the fence when it comes to a sideways move. Also the position being day shift vs. my night shift now I'd definitely be taking more calls. Not sure if this is a plus or a negative.

ITSpectre:

The part they're pushing about working on all different equipment, and not having to pass the issue if you can fix is a good selling point. I really feel that at this point I need a new challenge and that would be great to add all kinds of things to my resume.


I asked that she talk with the Technical partner that interviewed me and if possible clarify where my weak areas were. I said I would need some time to decide if moving forward was something that I would be into.

ITSpectre

Queue wrote: »

joelsfood:

Yes, I am leaning in the direction of one network for my experience is bad. I like being uncomfortable and challenged. I believe even in a new help desk role I'd feel that for a good six months or more. However, I'm on the fence when it comes to a sideways move. Also the position being day shift vs. my night shift now I'd definitely be taking more calls. Not sure if this is a plus or a negative.

ITSpectre:

The part they're pushing about working on all different equipment, and not having to pass the issue if you can fix is a good selling point. I really feel that at this point I need a new challenge and that would be great to add all kinds of things to my resume.


I asked that she talk with the Technical partner that interviewed me and if possible clarify where my weak areas were. I said I would need some time to decide if moving forward was something that I would be into.

Day shift - more calls and issues to deal with.

There is a lot to do during the day shift. it is like a double edged sword, you will get used to it. I actually like that idea and wish more help desks do that. If you can fix the issue why pass it on just to have good time to task, and first call resolution? It's better to fix the problem then to send it to someone else who will then do the same thing or try to fix it.... and then you miss out on the learning experience that you could have had.

OctalDump

Queue wrote: »

I actually work in an Enterprise environment at the moment. When asked how would I troubleshoot a user not being able to get to a web page. I responded:
1. I would test the web page from my end. To ensure the Websense filter was not the issue
2. I would ping the PC name to make sure it was on the network. Thus eliminating a Layer 1 issue
2. I would make sure the user had appropriate internet access. If I was able to access the site.
I then ended with without filters etc. That I would have the host run an ipconfig/all and verify the IP/Subnet and ping the default gateway.

You forgot DNS. It's always DNS (if it isn't something else).

techfiend

Does another year of help desk interest you?

If not, I'd pass and look for desktop support or junior admin positions. I don't think sideways moves look very good on resumes and often questioned. Many that take multiple help desk positions are stuck there for years.

OctalDump

Is it more money? Is it better in some other way for your lifestyle? Does it offer definite, better opportunities for advancement/improvement/promotion?

If no to these, then probably you are better to keep studying and keep looking. It could be that with a bit more polish in the next interviews, you'll land a better role.

TheFORCE

I would go for the other job, but i would negotiate the following. If not for the "Systems Engineer" position, as if the position can be a "junior Systems Engineer" position. If they say no, then you say, i'm already doing Helpdesk, so if i was to move for another Helpdesk position, it would have to be for more money, or 2nd level support Helpdesk, like senior, lead etc. You need to play your cards too, dont just throw them on the table. Is this new company bigger? The experience might be more beneficial to you if you move. As for internal promotion opportunities etc.

Queue

Thank you for all the replies!

I reluctantly sort of declined. The position could not offer more money. No title creation or projected promotion timeline. The company was no as large. I'm very fortunate where I work now with benefits/retirement/pto/pay. The shift was definitely an improvement in lifestyle being 1st shift.

Ultimately I decided I will not leave for another help desk position. I can stay here and study more server administration material "MCSA" and build a resume. I installed Server2012 R2 last night on a home PC with VM Ware. The notion that I was not talented enough for tier 2/3 has only motivated me to become more prepared for the next chance.