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Stay at helpdesk or move to NOC?


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#1 HDRob

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Posted 16 September 2016 - 06:57 PM

Background: Small company (~75 employees), been on the helpdesk for 15 months, have an opportunity to move down to the NOC as a NOC Technician. Basically my question is when considering overall career moves, in general is a helpdesk or a NOC position more desirable? I know that's a very broad/generic question, but I'm struggling with deciding whether it would be a lateral/forward/backward move for my overall IT career?



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#2 Kilroy

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Posted 19 September 2016 - 12:57 PM

Network Operations Center (NOC) jobs will be considered high level than any Help/Service Desk position.  I'd consider it a step up.



#3 HDRob

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Posted 20 September 2016 - 06:32 PM

Thanks for the reply Kilroy, that's been my impression on the surface, but with this particular company as I talk to the current NOC technicians it appears that the day-to-day work performed is quite a bit "less challenging" than what I currently get on the Help Desk. However it gets me in to what I think is a more desirable part of the org chart. We'll see what kind of offer I get, hoping a bump in pay will accompany it as well.



#4 Kilroy

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Posted 22 September 2016 - 02:42 PM

Honestly you want your day to day work in the NOC to be less challenging.  A good network design just works.  Where the NOC earns its pay is when the network decides to take a vacation, often at wonderful times like end of month when everyone needs it.  Worst case you get a job title and a little experience in the NOC.



#5 Winterland

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Posted 29 September 2016 - 09:24 AM

Honestly you want your day to day work in the NOC to be less challenging.    >>  A good network design just works.  <<

 

Where the NOC earns its pay is when the network decides to take a vacation, often at wonderful times like end of month when everyone needs it.  Worst case you get a job title and a little experience in the NOC.

 

 

+1

 

Years ago, working at the Help Desk, I would've have said, "I don't understand".

 

 

Now, at Level 2, yeah, things can get a little routine - wipe/reinstall, check to see if Faronics is dealing with those updates, etc

 

But, as Kilroy points out, when it breaks - like mine did a few months back - ugh, it was an ugly 4 days. No sleep, lots of coffee & stress, lots of emails and my Director, who is nice, checking in and asking for a status update.

 

Some days can get tedious but, as you mentioned, if there's a bump in your pay, you can also add another skill set to your resume.

 

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#6 Kilroy

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Posted 30 September 2016 - 10:33 AM

For level 2 and above you want your work queue to be more Work Orders / Requests and less Incidents / Break / Fix.  By getting your environment into the more request vs break fix allows you to better maintain and improve your environment allowing you to continue improving with less time fixings things that are broken.  You're never going to get rid of break / fix, things happen, but you should strive to reduce the number of break / fix tickets.


Edited by Kilroy, 30 September 2016 - 10:37 AM.





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