Which technical support career path is right for you?

I will share my own experience. I’m a Computer Science Engineer, but I’ve never been a programmer. My passion was always IT support and systems administration. I didn’t see it at the time, but I got that passion because I worked +10 years in a restaurant, waiting tables and managing a small cafe. I knew I was a people’s person and as an IT Support Specialist today I can tell you that I’m really happy at my job. I love what I do. The troubleshooting is always new and I keep records of every solution in the tickets I solve. I have to know a lot of everything since I have to tickets solved by a simple restart or even deal with a cyber threat. Now I’m studying AI and Neural netwoks. See what drives you along the way. You will get what you need.

For me its I.T Infrastructure Support, I love working in a dynamic ecosystem with many moving parts. with my good analytical and problem solving skills am able to pinpoint root cause of issues very quickly, often before they are noticed as problems. I have good monitoring skills as well and am able to monitor both the system performance and internet links proactively.

Cloud support professionals help businesses manage and troubleshoot cloud services like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform, as cloud computing gains popularity. The dynamic field of cloud support calls for a blend of technical know-how, problem-solving abilities, and flexibility in response to rapidly changing cloud technology. Professionals in this position are essential to the smooth running of cloud-based services and infrastructure for businesses of all kinds.

Inicié en 1984 bachillerato como programador y me gradué en la universidad como administrador de centros de cómputo. Configuré servidores Novell, Unix, Windows NT, instalé redes coaxiales, cámaras de vigilancia, routers físicos y de software, conmutadores IP y analógicos. Asistí a usuarios con programas administrativos, Nómina, Facturación, Inventarios, contabilidad, enfrenté ataques de virus y ransomware. Comuniqué dos edificios a una distancia de 1km de manera inalámbrica, di soporte remoto con una Pocket PC, recuperé datos de discos da?ados y reparé PCs. Hoy lo manejan dividido y hay especialidad La trayectoria que elijas depende mucho de tu pasión y para mi tener un conocimiento general te lleva entender mejor las cosas y dar soluciones

Help Desk Technician is directly aligned to the organization's reputation. The entry point to an exceptionally experience in service and operation level experience for the end user. Although this may seem basic, a "Top Notch Help Desk Technician" should be emotionally and technically connected to the end user. In addition to knowing when to escalate to the Subject Matter Expert, immediately. Strategically, find ways to maximize duties and decrease levels.

If you are working for a small organisation, you will find that your role is not aways as easly defined as above. I have found on any given day, you are acting in all these roles, maybe on a limited basis. Know the basics well, learn how you environment is set up, track changes to the environment.

The helpdesk/ desktop support individual is indeed an first level or entry level position. As you become better and more experienced your employer would seek to keep you in that role as opposed to seeing what else you can tame. There are many users who will walk up on you or literally become helpless and be reluctant to raise a ticket. Which is the key metric your manager will judge you with. No matter how many users you assist or was quickly able to get back on track and running. If it isnt tracked; it did not occur.

In my 3+decades of desktop roles, a willingness to train the user is essential! As actually visiting the desktop in itself is increasingly uncommon. You must equip remote technicians & yourself to help each other.

If you are fresh out of school then I would suggest a Helpdesk\Desktop Support position is the way to start. Learn the basics of troubleshooting, customer service, assisting the Senior Technicians with projects if you can. Show you have some passion for the position, and get some certifications along the way: A+, ITIL, etc. After a couple of years you might get promoted to another department or have the opportunity to work in another department on a temporary basis.

Choosing the right technical support career path depends on your interests, skills, and career goals. Desktop Support Specialist: Desktop support specialists focus on supporting end-users with hardware, software, and networking issues specific to desktop computers or laptops. They may also be responsible for configuring and installing new hardware and software.Cloud Support Engineer: With the increasing adoption of cloud computing, cloud support engineers assist customers with deploying, managing, and troubleshooting cloud-based services and infrastructure. They may work with platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform.

It's a challenging Great one Passionate advanced technical skills and experience with network protocols, architectures, and technologies so i will enjoy on this

This person will be the go to person if you can't connect to your network. This could be internally or externally. Challenge : When it rains, it pours ! Network issues can be rare but when it happens, it will be on this person to get is fixed.

The challenges are enjoy as I'm always first point of contact Knowing that my companies network is expected to run 24/7/365 .no day is an ordinary day in IT

For sure, this is one of the most challenging positions in the IT. This people is commonly against the clock and the urgency of many people. It is required a solid knowledge of networking and resolution capabilities based on a flexible mind and different systems or tools. It is not just about "fix" something but about "solving".

Pilar para continuidad de procesos así como responsable de poder prevenir afectaciones dentro de una organización, un responsable de red siempre modo alerta.

Bugs! bugs!! bugs!!! When a software support analyst comes in first contact with a bug, he/she takes out his/her tools - Browser dev tools, docker, code Editor, old version of the app, both new and old documentation as well as asking the right questions etc. A software support analyst serves as the middle-man between the customer and the development team. This role requires and indepth understanding of what it means to create documentation, troubleshoot, simplifying the complex, getting Shit done! with little to no supervision and an ability to work without documentation.

An example I can give is API support/analyst. This is what I'm doing currently. Challenge : Working with developers and testing the requests.

This is a very challenging yet fulfilling role, I am currently working in a similar role, as a Tier 3 Technical Engineer. It takes attention to detail and in-depth software knowledge, as well as a customer-first attitude. It can be hard to be a mediator between customers and the development team.

With my 13 of experience as Application support Analyst, agree that it is a challenge. If you are up for it, you will be rewarded with appreciation and probability to move across other industry or horizontal withing organization. Key thing is once you get the hang of it, you can troubleshoot and guesstimate root cause irrespective of programming language with zero access to code..that is right, you can do it. Mentally it is a challenging job with very high level of escalation and not asking questions is as dangerous as smoking at gas station unaware of what lies beneath you (a.k.a fuel that burns you) pun intended ??

Software Support Analyst is a fantastic choice for someone with a passion for technology and a desire to help others. It's a versatile role that can lead to a variety of exciting career paths within the tech industry.

Beyond overseeing technical support teams, a Technical Support Manager is the linchpin in an organization's quest for exceptional customer experience. They are the orchestrators of a support symphony. It's important to remember that success requires more than just technical skills. Effective communication, leadership, and decision-making abilities are equally essential. It's about leading by example, nurturing talent, and fostering a culture of excellence within the support team. This role is not static. It's a dynamic journey of continuous improvement. A Technical Support Manager is a catalyst for innovation and strategy. They explore new tools, methodologies, and approaches to enhance support processes and improve customer experience.

I agree with this as a special one who can responsible for planning, organizing, coordinating, and evaluating the technical support activities and operations of an organization or a client.

My experience is about the IT solutions delivery and operations support. The delivery process from end to end is a trip of challenges starting by requirements gathering, analysis, design, development, testing and deployment. It requires a lot of details attention, customers communication and business orientation. Then, the stabilization period and operations with focus on end user prompt support and referring back to the dev. Team for bugs fixing.

Es aquel líder que va al frente de todo lo que pueda ocurrir en la mesa de ayuda, encargado en presentar reportes a las diferente jefaturas y velar por el buen funcionamiento del equipo de trabajo, encargado en mantener la plataforma tecnológica operativa, actualizada y funcional en una organización empresarial.

A Technical Support Manager, resolves the technical faults in software and hardware. A Technical Support Manager installs and configures computer systems. A Technical Support Manager identifies and resolves any issues regarding computer hardware and software. A Technical Support Manager hands the issue personally either by visiting the place, through phone or chat applications. In addition to this, A technical support manager will be also managing the employee profiles and their passwords. A Technical Support Manager will be in direct contact with the customers for any technical assistance required by them.

Once IT Support, forever an IT support regardless of title. Whether it be Service Desk Agent to Desktop Support Engineer, its not easy to branch off to another career path if one have a large number of experiences in IT Support, especially those specialised areas like networking, servers, IT security, cybersecurity. These days experiences is far more valueable than certificates. When recruiters looks at your employment history, they will try to align you to your previous experiences, now what happens if you want to try IT Security, most HR will not bat an eye on your CV, cause they don't see any relevant experience However the good side of Technical Support is that, the role is so relaxed, until shit hits the fan.

Helpdesk and customer facing support is critical to foundation in all IT career paths. The experience gained from desktop support in “techsplaining” and training users is essential to progression. These concepts apply even further to server support working with a team, or another company. The communication skill alone will garner some respect and enhance your leadership ability. In the technical side, it can be applied to all levels as you progress through any paths. Moving from desktop support to server support, then ultimately becoming more specialized in any one aspect or in management. You will rely on your technical knowledge and experience from Helpdesk moving forward.

At the beginning of my career, I wanted to be in information systems security, however, as my career progressed I ended up diverging into other fields inside IT, which actually allowed my career to grow way more than before. Basically, be curious learn about different technologies, and pursue them. It's hard to say what you will enjoy throughout your career, and it is ok to make changes!

The choice of the right technical support career path to start with depends on your interests and goals. ? Helpdesk: Great for beginners and general troubleshooting. ? Desktop Support: Ideal for hands-on hardware and software work. ? Info Security Analyst: Specialized role focused on cybersecurity. ? Network Analyst: For those interested in network infrastructure. ? Data Analyst: A path for data analysis and decision-making. Consider your passion and long-term goals when deciding. Transitioning between these roles is possible as you gain experience. Example: If you love solving IT problems, start with helpdesk. If you’re into cybersecurity, go for info security. Your passion guides your path!