How to get out of i.t. support

bugs

Hi all

I have been working in I.T. support for the past ten years mainly in schools. For a while I have wanted out of the support role but I'm struggling with which direction to go to best utilise my experience. I have always been a bit of a cable monkey and in previous roles loved running cat 5 and generally getting my hands mucky.

I understand the importance of certs and looked at the CCNA but I don't like the idea it expires. I have an HND in IT and just wanted some thoughts and opinions on which was the best cert/qualification to go for to help me get out of the support role im in?

Thanx

Danielm7

Well what do you actually want to move into? Server admin type work? Networking? Etc. Have you been doing any higher level work for those 10 years or was it all helpdesk type work?

gbdavidx

All certs expire, its the name of the game in IT - **** upgrade thus having to learn the new hardware, can't keep learning the same old hardware year after year

phonic

As gbdadix said, all certs expire. Well, most - some are tied directly to a particular product and while the cert itself doesn't expire, it's validity does. Either way, you need to continue your educations and proficiency in the latest technology, otherwise having the cert is meaningless. The same applies to most fields, not just IT. Would you want a surgeon to operate on you that got their medical license ten years ago and hasn't practiced since?

With that said, in some cases even having the expired cert can still be looked upon favorably. IT is a big field with many different niches. And over time, your role can change. You might start out as a networking guy and get your Net+ and CCNA, but maybe you will either get tired of that or see a better opportunity and move into more of a server admin role and go for Microsoft/Linux/etc. type certs and let the other ones (unused) expire. If years down the road you apply for a job, showing that you had those other certs can help, as it looks to your employer that you are a well rounded applicant who has a good understanding of an array of skills.

So don't let expiring certs stand in your way or be considered an obstacle. Figure out what interests you and what you have the capabilities and skills to do, and try to move in that direction.

gbdavidx

I am starting to realize it may be time to get some, I am thinking the mcsa 2012 even though i don't want to pay the 450 but it will help me get out of my crappy job

bugs

I have done a small amount of infrastructure work but the bulk of my experience is front line end user support. I have considered the CCNA but I do think it will be a push without external training. I understand most do expire but the Cisco ones have that definite expiry date whereas the ms ones don't.

Sounds daft but I'd like to start with a very achievable cert more to give me the confidence boost I think I need.

paul78

What type of end-user support are you doing? If you are primarily support Microsoft products, what about a Microsoft server certification?

Also, if you have worked in end-user support primarily for the same employer for the last 10 years, perhaps a change of scenery could give you some difference in experience. Have you considered applying for different jobs?

bugs

It has primarily been Microsoft, I was with my last place 8 years and I have been in my current role 3 years. I would like to show my career progressing whether that be a cert or other qualification

paul78

Since you work with Microsoft product primarily - what about starting with something like this?

MCSA: Windows 7 Certification | Microsoft

phonic

Does your employer offer reimbursement for training and/or certifications? If you've been with them for that long, they should invest in you. Many (most?) IT employers will at a minimum pay for the cert cost if you pass. Some will even pay for the training to get one.

On the other hand, if they do pay for those, they generally have an expectation you will stay with them for a period of time afterwards.

sadfjlfdo24

Why do you even bother with Microsoft certs and their products? Its such a crap platform

No wonder you haven't moved up in 10 years, its stale and repetitive. And MS certs get retired after a few years anyway.

If you like cabling, you'll always do crap blue collar work. If you want better pay and responsibilities, branch out into database administration, networking, security, project management, or even programming - java, rails, django.

The reason why you are stuck in desktop support is because you lack ambition necessary to command a higher salary, and your management knows about it.

bugs

Actually sad a do have the ambition and the drive which is why I'm posting on here regarding which cert would be offer the most benefits given my experience

sadfjlfdo24

bugs wrote: »

Actually sad a do have the ambition and the drive which is why I'm posting on here regarding which cert would be offer the most benefits given my experience

No, I dont buy it. You've had 10 years to come to this point?

Most people get out of support within 1-2 years.

Danielm7

If you enjoy the Microsoft tech you could go down that road. If you self-study, take a class, whatever you do to learn the material and pass whatever certs you go for I'd then immediately try to move on. If the company you are at now has had you in helpdesk for 8 years I doubt they'd be in any rush to give you a new position and a large pay raise, you'll most likely need to jump ship for that.

Edit, I see the last job was 8 years, current is 3, either way unless they're already wanting to move you forward a cert is probably not going to get you into a whole new role in that company.

paul78

bugs wrote: »

Actually sad a do have the ambition and the drive which is why I'm posting on here regarding which cert would be offer the most benefits given my experience

It's always a tough to recommend any particular next steps since everyone's life story is different. It sounds like you are interested in making some changes in your career. Are there any particular aspects of IT that you enjoy? You mentioned that you have been doing support for the past 10 years or so - what type of support?

If you enjoy desktop administration, perhaps start with the Microsoft desktop certification of the link that in the earlier post. Also, are you looking to grow with your current employer or are you seeking to make a move to a new organization.

There's really no right or wrong way to start. The key is just to start.

@sadfjldo24 - not sure what you mean by "get out of support" - unless the company is an MSP, IT for most companies is a support function. There is always someone to support - either directly or indirectly.

instant000

bugs:

When you say school, are you talking of schools like K-12, or community colleges?

My advice to you is to discover what technologies you like, and certify in those like crazy. You have substantial experience, so depending upon your effort, you should be able to rack them up rather quickly.

Since you've shown patience in your career so far, and it seems that you like stability with an organization, you might want to consider not jumping unless you can jump to an organization that can offer you growth in your career.

It is interesting that Paul78 mentioned an MSP in the last post, as there is such a thing as an MSP that specifically targets schools.

I was thinking of this one:
Dynamic Campus

They have some roles, where you'd get assigned to work at a specific site, and other roles where you're more of a consultant who goes all over the place.

As you don't have any certs yet, you may struggle to transition to something that pays significantly better than what you're in now. Keep something like Dynamic Campus in mind, though, if you like working in education, and you work at bumping your skills up.

Hope this gives you an idea of what types of places you can target to work at in the future, once you get a few more certs under your belt.

EDIT: I can introduce you to someone there once you've worked at your credentials.

sadfjlfdo24

paul78 wrote: »

@sadfjldo24 - not sure what you mean by "get out of support" - unless the company is an MSP, IT for most companies is a support function. There is always someone to support - either directly or indirectly.

Yes, support in general can mean helpdesk (pick up phone, respond to email, escalate to engineering/other support), system administration (Linux+, MCSA), database administration (Oracle ACA), network administration (CCENT), datacenter technician (A+/Server+), desktop support (MCITP Windows 7), etc. In general this is an entry level position where you learn how to interact with the client, you have a limited access to the infrastructure and a pretty busy workload troubleshooting relatively simple issues. The next step up is usually an engineering department, which deals with smaller number of tickets of a bigger complexity. Sometimes you would be on call, and most people have 3+ years of experience at this point (CCNP/MCSE/RHCE/Oracle PCA/CISA/CISSP/etc). And finally there are senior support positions that are in no way similar to 'helpdesk' - senior LAN/WAN admins/network engineers/architects/developers/etc. These people don't usually respond to stupid tickets like 'my pc wont turn on'.

thronetm

sadfjlfdo24 wrote: »

These people don't usually respond to stupid tickets like 'my pc wont turn on'.

Correct.

Bugs you need to move up to that more senior position and move away from the low-level calls. Pick a technology you like, certify yourself and make the jump. With the years of experience, you are already off the mark.

SephStorm

I just want to comment on recertification, I'm half an half on it, I get it, but on the other hand, I have yet to recertify on any technology, personally, I think as long as you have a relevant recent certification, I wouldn't care so much about others that have elapsed, as long as you can tell me that you can support the infrastructure that is in place at my company.

CCNTrainee

sadfjlfdo24 wrote: »

Why do you even bother with Microsoft certs and their products? Its such a crap platform

No wonder you haven't moved up in 10 years, its stale and repetitive. And MS certs get retired after a few years anyway.

If you like cabling, you'll always do crap blue collar work. If you want better pay and responsibilities, branch out into database administration, networking, security, project management, or even programming - java, rails, django.

The reason why you are stuck in desktop support is because you lack ambition necessary to command a higher salary, and your management knows about it.

What is wrong with being a Cable Dog?? Some people take joy being out in the field and witness the Physical Infrastructure come alive. I'm more then sure that Cable dogs get paid more than just a simple Client system Technician/Admin...

DoubleNNs

I also see nothing wrong with doing what you enjoy, even if it's not as lucrative as some other roles might be.

However, now that you're thinking about moving up, to answer your question:

If you need some entry-level certs to go thru quickly, I'd say go for Network+ and Security+. However, I think you could skip those and go for MCSA Widnows 7 and then MCSA Server 2008. Depending on your experience in the last few years, those certs might be painless and quick. And you could reassess what/where to go w/ afterwards.

bugs

Thanx everyone I am looking at the MCSE/MCSA to begin with and then move into something id really like to do.

ChrisMaloon

I'm currently trying to work up as well.

NetworkVeteran

bugs wrote: »

I understand the importance of certs and looked at the CCNA but I don't like the idea it expires.

The nature of human memory is that, excepting those with mental handicaps, over time we forget what we don't use. Look at it this way: You need the knowledge to get and retain jobs (a certification is not enough), and if you remember what you learned, re-taking the exam's a piece of cake. I've re-taken it many times, with only 2-3 days of study.

You're not buying yourself much seeking out credentials that don't expire.

Good luck with whatever path you choose.