Sure, this might be the person that answers when you call the help desk, but you may be surprised to learn that they’re often not just waiting around to help you. Several essential duties separate a technical support engineer from other help-desk related roles. Beyond working with more technical and specialist skillsets in the field of software development, you can potentially find great diversity in your work across a wide array of industries. Many businesses can benefit from improving their virtual infrastructure, and consistently invest in their own systems to improve the experience for both employees and customers.

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Customer support reps are typically the first ones to pick up the phone or answer an email. The service experience makes the difference between a one-time customer and a loyal customer that keeps returning to the brand. Knowing that you’ll have such a big, real-world impact is one of the greatest perks of working in customer support.

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Not only will you be able to understand how modern networks work, but you’ll have the opportunity to get your feet wet in many different areas. This way, when you decide to specialize in one area, you’ll know for sure which one you like the most. If you’re at an entry-level role, consider making it a goal to land one of your near future positions at a VAR. Even if you have to take a pay cut initially, the experience you’ll get will be well worth it in the near future. VARs are constantly engaged in highly technical projects, which can provide you with amazing hands-on experience and new skills.

  • I got into engineering because I was good at math in school and everyone pushed me in that direction.
  • Within two years you should expect to go from helpdesk to desktop support and from desktop support to junior administration.
  • An IT project manager should have extensive knowledge of technology set realistic expectations for projects.
  • However, you will already have technical experience under your belt that will be desirable for future employers—and customer service skills that can translate well into a software development team, where clear communication is vital.

Whether you’re just getting out of college or taking a new direction in your career, customer service teams offer a variety of unique positions and benefits that will help you grow in your professional and personal life. Most organizations expect to be a resource of information and technical knowledge. More often, this comes from hands-on experience and professional development than just academic learning. While the information technical support engineers receive is usually full of jargon, you should be able to communicate that in a meaningful way to less tech-knowledgeable people. For example, by practicing teaching your customers how to use your product or service, you’ll be able to specialize in training and onboarding new members of your customer support team and take on a leadership role. If you prefer writing, you might be able to start writing knowledge base articles or blog posts for your organization to supplement one-off customer support interactions.

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In this scenario, it may just be your particular job—the co-workers, the hours, the culture, etc.—that isn’t a good fit, rather than this type of job or career in general. Madeleine Burry writes about careers and job searching for The Balance. She covers topics around career changes, job searching, and returning from maternity leave, and has been writing for The Balance since 2014. The skillsets of a CIO would include in areas of IS and Business Strategy Alignment, IS Governance, Relationship Management, Business Plan Development, Business Risk Management, Leadership and Teamwork, and Financial Management. These strategies can help you find opportunities in the technology space, but the IT sales sphere isn’t as simple to break into. These daily tasks also apply to IT sales, but there are a few key differences between the roles.

IT service management — often referred to as ITSM — is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service. For those looking to get into a new field, entry-level tech jobs offer roles that are in demand, such as software engineer, information security analyst and web developer.

You’ll build transferable Skills.

In the current scenario, the role of an IT Service Manager is essential to any business that relies on an IT system – and many businesses obviously involve IT! Hence, anyone choosing to take up a career in this field will have a diverse range of options and industries to choose from. If you have a particular company in mind, try connecting with their recruiters and walk them through your profile. Even if they don’t have an opportunity ready for you, you’ll be able to learn more about what they’re looking for when you apply in the future. But outside of the customary short-term payoffs, there are a few long-term benefits of working in tech sales.

At the heart of it, customer support is about reactively helping your customers and solving their problems. And whether it’s a quick fix or a multi-step process, every customer problem will require creative thinking, people skills, and expertise to solve. Working with customers will teach you exactly how customers can use your company’s product or service to achieve their goals. You can use this knowledge and experience if you decided to move into sales.

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On the contrary, ITSM teams oversee all kinds of workplace technology, ranging from laptops, to servers, to business-critical software applications. Does it matter if you use the term help desk, service desk, or ITSM to describe IT support? It does – as you might be underselling or overselling capabilities (either to yourself or others) including your IT support technology.

It can be tough to see the top through all those rungs on the ladder, but the top is closer than you think. All that customer service and communication experience you gained while helping colleagues learn and use new technologies will help you work your way to the top. Eric Bloom, the executive director of the IT Management and Leadership Institute and a former CIO, writes in CIO that communication is key to IT’s efficiency, effectiveness, and value. One of the perks of starting your IT career at the help desk is your exposure to the many pathways technology can take you in your career. Software development is one of those pathways – and while having the hardware expertise may not be a prerequisite, knowing more is always better than not knowing enough.

Before applications, games or websites are released, they must pass through rigorous quality assurance testing. QA analysts are responsible for this, using a test plan and tools to identify any bugs or inconsistencies that need to be logged and fixed before products are released. Cybersecurity is booming, with many organizations scrambling to raise the drawbridge against malicious hackers, ransomware gangs and other bad actors.

  • However, IT salespeople place their focus on assisting the client after they close the sale.
  • Whether it’s a tool that can shave a few minutes off the daily operations or a program that can restructure and streamline an entire process, there are typically great tech innovations just around the corner.
  • Some developers work with designers to create these pages, while others also do the website graphic design themselves.
  • Software engineers need to work with a team to explain their coding actions.
  • When customers can’t access their machine because they forget their password, it’s important that a member of the service desk staff is available to offer a quick password reset that can get them back online quickly.