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Starting a Career in Tech Support: Expectations Vs. Realities

Published on 08 August 17
If you are a recent college graduate with little experience in your line of work, you might have a hard time finding decent employment. However, you can easily get a tech support job, from which you can grow your technical skills, ensuring you ascend your career ladder. You should, however, do some research before making any major career decisions because opportunities for growth vary from one company to the other. By choosing the right company to launch your career, you get to acquire new business skills, evaluate your abilities, and gain project experience, and you also get to expand your employment opportunities by gaining new certifications. Constant interactions with users will improve your technical knowledge as you work to troubleshoot and resolve their issues. After learning these skills, you can easily get promotion referrals to positions such as data center operation manager, business analyst, or network administrator, which will improve your professional standing.
Experience Needed for This Job
If you readily understand and solve complex computing problems and are patient and good with people, then this is a good career field to consider. Technical support divides into three levels based on technicians' experience, expertise, and required responsibilities. As you move up the ladder, the number of candidates reduces whereas their skills increase. If you are an entry-level technician, you will address basic users' needs whereby you diagnose problems and give solutions. This technical support is largely through telephone communication. For you to join level two technical support, in-depth knowledge regarding hardware and software will be required. Also, you should have more experience and expertise when it comes to complex systems and issues. You may remotely access clients' computers to make diagnoses, but you might also visit them if problems are involved. Finally, the third level of technical support is reserved for the most expert specialists and the most technically challenging problems, requiring deep analysis, research, and innovative solutions.
Expectations Versus Realities
After joining a tech support department for the first time, you might expect others to be impressed by your ingenuity and skills. You might think you will earn an audience with the company's upper management because you are up to date on the most current business needs and trends. However, in the first few days, you will discover your colleagues and bosses hardly notice your activities despite your expertise. Management will rarely track your activities as long as you are giving good technical support. You might also have expectations the things you learned in college will be highly useful in a tech-support career, but the reality is college education only prepares you to face and overcome any challenge you face rather than solving them. During the first few weeks, you will feel as if you know nothing due to the multiple business aspects with which you will need to familiarize yourself.

You might anticipate that a tech-support job is similar to any typical office job, where everyone is friendly and close to each other. On the contrary, your typical day will be hectic and tiresome since staff members rarely talk to each other unless there is no alternative. You may just have a few friends with whom you will interact from time to time. In most instances, it will just be a simple, "Hi," as they pass near your desk. Another misinformed expectation you might have is that your college knowledge and expertise will help you address every I.T. problem raised by your clients or employers. On the contrary, some challenges will force you to make further inquiries from experienced staff members. Finally, the expectation that all staff members do their jobs passionately is a fallacy. Most people report to work to earn a living, meaning that if they have access to viable alternatives, they will take advantage. In case you are a workaholic, you will quickly be bombarded with numerous tech-support tasks from lazy and unsatisfied staff members.

Benefits You Will Get by Being a Tech-support Assistant

Tech-support entry jobs will help you join the workforce with little to no experience, more so if you are a recent graduate. If you are an older worker seeking to pursue a new career direction in the I.T. field, consider starting as a tech-support assistant. With time, you get to learn the ins and outs of the business world, gaining new skills and new experience, and there is a possibility you will be promoted to higher ranks. Even though you will get a lower salary, you have greater opportunities for rising within the ranks of the company since most employers prefer workers they already know and trust.

Undoubtedly, young college graduates often have a hard time in trying to secure their first job, due to lack of experience and fundamental skills. For this reason, you should consider tech-support positions, which are entry-level jobs requiring little experience and few skills. Even though the pay might be low, you get a chance to sharpen your skills and gain experience. However, after joining a tech-support department, you should have an open mind since there are a lot of new things to learn. If you are a new college graduate, you no longer need to worry about your chances of getting employed; enroll as an entry-level tech-support person, and you will slowly rise to your desired rank as long as you deliver high-quality services.

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