Getting Out of Tech Support?

An anonymous reader asks: "For the last year or so I've been working in 1st line tech support at a small call centre that's part of a much larger outsourcing company and to be honest it's sucking the life out of me, I want change but I don't know what direction to take in order to get out and I really need some advice from others who have made the jump. I suppose what I'd like to know is what kind of jobs one should be looking for coming from technical support with decent knowledge of UNIX, networking, scripting and 'light coding'. Is there any hope for me or will I have to go back to school in order to even have employers look at my resume?" I'm in my mid-twenties and I've taken a number of college-level courses, a couple of those being computer engineering courses, some math and a few others that I found interesting, in the process I also managed to procure a fairly large amount of debt in the form of student loans, nothing I can't handle but I don't really want more debt although going back to get a degree is one possibility. I'm not entirely sure what I want to do except that I want to do something a bit more "real", to actually fix problems instead of just talking to customer after customer and then submitting tickets for someone else to fix the problem. From what I've understood from older acquaintances moving from tech support to other positions was actually a good way to go back when a lot of companies handled their own tech support, but for me there isn't much of a career path at this company as we only handle 1st line support, 2nd line and all above is done by the client companies themselves.

I'd really like to get more into sysadmin type work, or at least something where you spend more time solving problems and managing systems than you do arguing with irrate customers over how they have to call customer service for billing questions as technical support can't handle those problems."

Comments

Check out the market

[$pearhead]

Why not just check out the job market? Look at ads for interesting jobs and their requirements. I would definitely recommend you to write a few applications, even if you don't feel 100% certain that you want the job(s). Job ads can sometimes be quite misleading and going to interviews will be good experience, a chance to find out more precisely what the companies are looking for and what you can expect from them. Many companies also use psychometric tests for evaluating applicants and although alot of those are crap (especially if over interpreted (which they often are, unfortunately)) it could be interesting to be able to take such a test.

During the autumn, I was looking for a job, attended a few interviews and got the chance to take some psychometric tests. Even though I'm a bit sceptical to those tests, it was an experience and I think I got a clearer view of where I want to go and what I want to do jobwise.

Re:College

[Harker]

I have to agree. I'm 43 and have only just recently come to that conclusion (I'm a slow learner). All the self-paced and occasional classes will not help. Take it from one with experience.

I've been, and still am working in an "operations" job for the past 15 years or so and have gotten really tired of it. I believe the decision I made to go to school, obtain a degree and change my focus is one of the best moves I've ever made. Now, all I need to do is decide what my end focus will be...

Although I do have one benefit that you might not have. The company I now work for has tuition assistance, which will mitigate the cost somewhat.

Best of luck whatever you choose.

H.