Career Advice... (Long Whinge!)

[Omi]

Most of the TSN regulars know that I work for a major mobile telecoms provider (I’m being deliberately vague as I’m writing this at work and they have some strange data policies), but the position I’m in is limited to say the least.

I work in a team situated metaphorically between customer services and specialist network support teams and, as such, am required to have a full and sound knowledge of both ends. Anything that comes through to a customer services representative of a technical or perceived technical nature which they cannot resolve using the tools available to them is assigned to a collective inbox for my team to work through. We provide answers, help, advise on existing problems which are affecting users and investigate problems for which there is no apparent solution. – This often ends with a detailed referral to a specialist team detailing information and data/test results we’ve been able to ascertain.

As it stands, we can expect to receive reports of anything, ANYTHING wrong. My phone dials by itself, I get this error message, my voice echos on the line, I have no signal, I can’t send faxes, My camera is fuzzy, I can’t connect to the Web, I can’t send MMS, I can’t send an SMS to my cousin in New Zealand, I’m being billed for sending 2 messages when I’ve only sent one... The list is absolutely endless.

In my role, I support each and every one of the above, as well as more. – Without meaning to blow my own trumpet, I’m very good at it too. I’m just sick to death of the job, department, management and employee ethic of the company.

I sit next to a guy who is in his 40s/50s... He’s ex-Signals, and walked in to the job in the early days of the company, purely based on his communications experience. – He came in on a good salary and is labelled as an Engineer. – After 13 years of incremental wage rises he now earns perhaps 70-80% more than I do, even though we do exactly the same job. I’m classed as a technician, yet my technical knowledge OF WHAT WE DO outstrips his by far.

The whole department is plagued with an older generation who sit in cushy jobs, cherry-picking easy resolutions. They have not stayed abreast of technological developments at all, and wouldn’t have a clue where to start if you put a GSM PDA in their hands and asked them to collect an email...

The nail in the coffin is this: All the support teams are based in Bristol... We are a small, forgotten about satellite team up in the North East. Our peers in the Technical Directorate often forget we exist and communication is lacklustre. – We don’t get training due to budgetary constraints, and a department that had 40-odd staff 5 years ago now has 28, even though our support role has expanded massively in that time with the inception and introduction of new products, services, equipment and protocols.

Frankly, I’ve had enough and want out.

I’m looking at a route into IT, and have my details logged with the IT Learning Centre (www.itlc.com) but I haven’t a clue where to start.

What’s the best route into a GOOD IT job? I’m already very aware of computers, data networks, various MS OS and security. I’m wondering what kind of IT qualification will get me into a job that pays a good salary, with good potential to move upwards and develop an exciting career. Can’t afford to sit on my ass any longer.

Thanks for reading.

</rant>

[Rachel]

Talk to Tian - he used to work in a Bank, but is now a Hollywood mogul!

Seriously - if you want to chase $, rather than say different and interesting (and once in a lifetime) jobs, aim to get into the finance and insurance industries. Skilled IT weenies will always be embraced by people who are becoming increasing under threat from modern technology.

[Soapsuds]

Hi Omni.....

You need to decide what area of work you want to be in - it's no good changing industries if you stay in the same role.... IT support for example will be just as naff for you!!

Make a decision where you want to go - for example, Project Management in IT or Comms (or both!). To get ahead in PM, get either a Prince 2 qualification (expensive and hard), or go for an 18 month British Computer Society course or OU course - cheaper and nearly as well recognised.

If you fancy IT as an industry, BCS (see here) is the best place to start for qualifications.....

I didnt know what i wanted to do, but did a Masters Degree when i left uni (aged 22) in GIS (a specialist IT / Computer Mapping dgree). This got me a job immediately as a low-paid tecnician for 6 months and i am now the Business Development Manager (age 28) for our entire division after 4 years, on 5 times the salary......

So, all i am trying to say is, dont change the INDUSTRY for the sake of it, but think about what you do as a role..... As for Rachel_h's comment, ignore it. IT is big business, i should know! Yes, technology is playing its part, but so are we!

All that remains to say is good luck and shout if me anytime if you want any info / advice!

[bullett]

With any technology based role it's seeing what the next big thing is rather than the current big thing. Qualifications are good but also experience is what counts.

Is what you do call centre based? If so seek out the telecoms team and find out how that works and what they use. You already have telecoms experience so its a good and growing field to get into. Specifically, IP telephony as TDM (traditional telephony) is dying. The leader in this field is Cisco so look into a CCNA (MCSE is also handy) from here you can more towards other specialisations.

Security is also a good and growing field.

You need to look towards what sort of skills you bring, troubleshooting (support type work) design or build? managing projects? managing people?

[Rachel]

[ QUOTE ]

So, all i am trying to say is, dont change the INDUSTRY for the sake of it, but think about what you do as a role..... As for Rachel_h's comment, ignore it. IT is big business, i should know! Yes, technology is playing its part, but so are we!

[/ QUOTE ]

Bloody know it all youngsters who think they are on a good wicket. (5 times 1 pound/year = 5 pounds/year!)

Hmph, so much for being a senior consultant with 27 years experience and now leading a strategy group (buried in) the world's biggest IT services company.

Omi, my comment was about chasing money, as that is why a lot of folk look to IT as a career - however, you really need to determine what your main motivations are. Only then can you decide what you want to do, and where you want to do it.

BTW, have you looked at/considered other roles in the company you're already at?

As for accreditation, it's hard to go past the Cisco stuff for networking, and if you want to chase the glory, the Open Group is now providing industry certifications for IT architects. If the UK market is like the OZ one, everybody wants architects and there are nowhere near enough good ones to go 'round. Good ones command anywhere between 100-320K depending on experience, reputation (and industry).

[Soapsuds]

[ QUOTE ]

With any technology based role it's seeing what the next big thing is rather than the current big thing. Qualifications are good but also experience is what counts.

[/ QUOTE ]

Sure are, its just his comment was based also around the monetary value he places on himself..... experience is the be all and end all.....

[Omi]

Ok, I’m not going to deny that the lucrative nature of professional IT jobs is a big drawing factor, but I’m trying to keep that as a bonus.

First and foremost, I can’t move upwards with this company. The department is dead man’s shoes and the only other way I can progress in this field is to move to Bristol... I simply can’t relocate due to other factors and their 3 cats. There are no other companies within a 70 mile radius where my experience would be valuable.

Secondly, I’m very at home with computers and technology. It seems sensible to pursue a career in a field that has an attraction. – I pretty much fell into GSM support after 3 years as a jeweller and a year of Customer Services.

I’m very good at fault finding, analysis, and very practical. I want a role that’s not going to be a daily grind, but where there are constant new and different responsibilities to prevent the stagnation that has killed off this job.

I have no experience of man-management, and don’t really crave it, but can work happily in a team or alone.

Whilst I’m looking at what exact career path I’m going to follow, is there a generic course that I should be doing anyway, that I’ll need whatever route I take, i.e. CCNA, MCSE etc?

Cheers for the help so far!

[Soapsuds]

[ QUOTE ]

Bloody know it all youngsters who think they are on a good wicket. (5 times 1 pound/year = 5 pounds/year!)

Hmph, so much for being a senior consultant with 27 years experience and now leading a strategy group (buried in) the world's biggest IT services company.

[/ QUOTE ]

Didnt say i knew it all!! How could i possibly know as much as you.....! All i am saying is that i have chosen this path and it is working for me.... I agree with the previous comment that you need to be one step ahead.

So get off your high horse! We all have to start somewhere and i am happy with where i am going. The day that changes, is the day i will look around / ask advice like Omni has.

[ QUOTE ]

Omi, my comment was about chasing money, as that is why a lot of folk look to IT as a career - however, you really need to determine what your main motivations are. Only then can you decide what you want to do, and where you want to do it.

[/ QUOTE ]

Thats why i was talking about roles and the value you get paid for them.... I was portraying (albeit in a different way) exactly what you are saying...... If you read past the first few lines that is.........

Next time, please dont insult me and stick the finger up at me! Bloody Aussies - think they are above everyone....

[bullett]

Any job you go to is going to be a daily grind, especially with little or no experience. All the senior people will grab the interesting stuff and you will get the crappy jobs.

I'd say take an mcse as a first step. Its obviously good for any job involving an MS OS. Then look at what you think you want to do. Alot of large companies hold recruitment days and have jobs available on thier website.

[CarMad]

I would say at the simplest level a sideways move into a helpdesk... bare with me. Or even desktop support would be good. Helpdesks can be better in some companies for the skilled areas of the business. The log a call and pass it on level 1 should be avoided at all costs. But the technical support levels can lead to deskside and upwards.

But as has been mentioned elsewhere without the experiance then a lot of companies don't want to know. I would gen up on as many courses in new technologies as you can. VOIP, NPLS networks, Server consolidation, virtual servers the list is vast. But if you know more than others, it might get your foot in the door of a small to medium sized firm around Newcastle.

Get in touch with a few agencies and see what they have demand for in IT.

As Rachel says however the bottom end of IT is shrinking and fast. Its all going offshore or similar, in most places at least. Have a look at this weeks Computer weekly and you will see all the top jobs are for solutioning or Architects etc. The people who craft the end to end solution not the people who actually run it.

[A3Floyd]

How about staying in Engineering? Maybe as a field-tech, something like that? A lot of people think of IT as being the best thing to get into but things are changing fast and the glory days of big-money IT jobs are well and truly over, just like in the telecoms industry.

By all means, if IT really interests you then go for it, you'll never be bored and the industry is do diverse that if you do get bored with one area, it's fairly easy to move sideways but I will say that it's not as easy to get into as it used to be.

Personally, I dont value qualifications. Firstly because I have none myself and secondly because i've never needed them. In-depth understanding cannot be gained on a 2-week long course so I always pay little attention to qualifications when considering candidates.

Have a good think about what excites you think you'd like to get from a Job.

[M3Will]

[ QUOTE ]

I would gen up on as many courses in new technologies as you can. VOIP, NPLS networks, Server consolidation, virtual servers the list is vast. But if you know more than others, it might get your foot in the door of a small to medium sized firm around Newcastle.

[/ QUOTE ]

if you ever find out what NPLS networks are let me know...

imho, if you want out of your career and want in to an IT career (but dont have any prior IT work on your cv) then im afraid you wont get much in the way of deeply interesting work. you will, however, find a lot of good "get on the rung" jobs which would get you the necessary CV sh1te that you need in order to progress.

if you know what type of IT work you think you would like try to specialise from the outset. if you dont, aim to get a general support position - from this you should hopefully get an idea about what you like and what you dont.

personally, im a contractor specialising in network/network security. i wouldnt go back to permie work unless i was forced to. i would recommend you look towards contracting once you have a few years specialisation.

[M3Will]

[ QUOTE ]

How about staying in Engineering? Maybe as a field-tech, something like that? A lot of people think of IT as being the best thing to get into but things are changing fast and the glory days of big-money IT jobs are well and truly over, just like in the telecoms industry.

By all means, if IT really interests you then go for it, you'll never be bored and the industry is do diverse that if you do get bored with one area, it's fairly easy to move sideways but I will say that it's not as easy to get into as it used to be.

Personally, I dont value qualifications. Firstly because I have none myself and secondly because i've never needed them. In-depth understanding cannot be gained on a 2-week long course so I always pay little attention to qualifications when considering candidates.

Have a good think about what excites you think you'd like to get from a Job.

[/ QUOTE ]

i disagree - there is plenty of money to be made in IT. just depends on what field of IT youre in and whether you are a permie or a contractor.

as for not valuing qualifications. one word: ccie. try obtaining that after a 2wk course.

[CarMad]

[ QUOTE ]

if you ever find out what NPLS networks are let me know...

[/ QUOTE ]

Can people not press the wrong key these days. I don't know.