How well can you manage your time schedule?

I am currently serving my sentence in the tier1 tier2 help-desk support at this moment i am only logging tickets into the system and do some minor troubleshooting, i was planning on being MCSA certified by the end of the year but since i haven't taken any exam at this time, i don't think that is possible because the year is on it's dying days, but i am still planning on at-least securing at-least two exams before the year ends. On the other hand i am getting a lot of pressure from the help-desk role because we support some reseller products some which i have insufficient knowledge on and i hate having to escalate each and every call that comes through because sometimes you get some clients who get easily irritated when you transfer them to senior engineers each time they call in for support. Next year around Feb my learner-ship contract will be coming to an end. My mind is stuck in between the decision of working to improve my knowledge on the reseller products that we support (Which requires some time), a couple of issues i am struggling on and Completing my scheduled MCSA.

I am looking for advice on which issue i should tackle first and which is the most important for this kind of situation and how can you find the right balance in overcoming these kind of issues.

Thanks for any kind of advice!

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Comments

TechGuy215

Well that depends. If you plan on staying with your current employer, it would probably be more prudent to learn the products and/or how to troubleshoot them first. If your goal is to move up (not necessarily with your current employer) then pursue the certifications. However, it is possible to do both, make yourself a time sheet and put aside time for studying your products and time for studying your certs. Be sure to give yourself some time off to avoid burnout.

zrockstar

I would focus on your current products now. If your customers and engineers are getting annoyed because you have to transfer a lot of calls, I would definitely improve that situation first. Reason being is it will help you move up in your current company or position you to be more valuable at another. Do you think it is better for your next employer to hear that you resolved X amount of tier-2 calls without escalation and that you were a great employee, or does it sound better that you have your MCSA and were just OK.

N2IT

Agree with Techguy. Learning the systems there and how they integrate seems to make the most sense to me. Getting your MCSA is not a bad idea but doing a really good job for your employer would go farther IMO. Again agree with Techguy don't burn yourself out. It's a no brainer for me learn the products.

tpatt100

Good points provided already all I can say is you need to be good at the job that is paying you currently so you can keep it. Try and figure out a realistic self training routine so you can slowly progress into something else. Odds are your opportunity for advancement might be better at your current workplace if it is possible so you might as well develop a reputation for being a good worker.

Snow.bros

Thanks for the replies guys

I don't know i just don't feel good with my performance lately and i am not comfortable being at the bottom and the idea of not knowing an answer when you are being asked a question and the progress of my certifications at this time of the year.

kohr-ah

Don't worry about not knowing the answer. That is how you learn is finding the answers.

As for the certifications follow the no zero day rule.
What is that you mean? No more zero days. Did you do something to work towards that certification or the betterment of yourself? Only read one page of that book? That is fine. That is something, it isn't zero. Do something to get you in the direction you want to be in but dont burn yourself out.