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Are tech support jobs really bad?


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8 replies to this topic

#1 NVM12

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Posted 04 November 2016 - 05:17 PM

I've tried asking this question in another forum, but I got no feedback, and feedback is crucial to me at this point regarding this question. I hope I'm in the appropriate sub-forum.
 
I applied for a technical support representative job at a telecommunications company, and they got back to me. I've never done this kind of job before, so I looked it up and was blown away by the number of technical support representatives dissatisfied with their job, and saying stuff like it can rob you of your sanity and whatnot. In addition, my cousin, who also did this job at the same company, said he could take it no longer after 2 months and simply started ignoring calls. Until his manager asked him if he wanted to leave, to which he answered positively, and the manager pretended to be scolding him in from of the management and "fired" him (according to him his manager wasn't too bad, at least).
 
So now I'm naturally scared. Is it really that bad? I figured that since I have a 2-year degree in software engineering, then maybe an IT support job would look good on my resume, and may be something that I'd do well at until I find a job in my field of education.
 
Should I take the job? Will it open any doors for me at the company for other positions related to my education?
 
I would be grateful for any input.

 

EDIT: I have an important point to add. This is a help desk job, so it's done exclusively over the phone. So it's actually a help desk tech support job.

Edit: Moved topic from General Chat to the more appropriate forum. ~ Animal


Edited by NVM12, 04 November 2016 - 06:09 PM.


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#2 Gorbulan

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Posted 04 November 2016 - 05:40 PM

It depends on the clients!! Lol!

 

IT support varies depending on the company and its people. My IT support job is a breeze, which is actually a bad thing. I am usually bored here. I would love to have an IT job that keeps me busy all day. It sounds a bit like your buddy does technical support over the phone? If true, that can make somebody bitter about their job, but that has more to do with working with people over the phone, than it does executing fixes and stuff.

 

If you have a degree in software engineering you should pursue a career in software engineering. IT Support isn't necessarily going to help that career. Since it seems you can't, then yes, any IT support job would be good until you find a more appropriate job. It does give you another angle in the IT industry, and that can be helpful. 



#3 NVM12

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Posted 04 November 2016 - 06:08 PM

It depends on the clients!! Lol!

 

IT support varies depending on the company and its people. My IT support job is a breeze, which is actually a bad thing. I am usually bored here. I would love to have an IT job that keeps me busy all day. It sounds a bit like your buddy does technical support over the phone? If true, that can make somebody bitter about their job, but that has more to do with working with people over the phone, than it does executing fixes and stuff.

 

If you have a degree in software engineering you should pursue a career in software engineering. IT Support isn't necessarily going to help that career. Since it seems you can't, then yes, any IT support job would be good until you find a more appropriate job. It does give you another angle in the IT industry, and that can be helpful. 

Yes I forgot to mention that this job is over the phone exclusively.

 

Well do you think I would even be bothering myself with all those low-pay jobs (currently make pizzas for minimum wage) if I was able to find a job in software engineering? The fact that I have a 2 year diploma rather than a degree isn't helping much either. It's either this, or I die of starvation. Until I'm able to start my career in software development, at least, for as long as it takes.

 

Thank you for your reply.



#4 Kilroy

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Posted 05 November 2016 - 04:25 PM

IT jobs, like most other jobs, depend on the company.  I've never had a Level 1 position (Help Desk).  Help Desk is all about the numbers, how many calls did you take, how long did it take you to resolve or escalate, how satisfied were your customers.  I've always been level 2 or level 3 support.  Level 2 is your local IT people.  Level 3 are specialist in specific technologies.

 

Like Gorbulan I prefer to stay busy, but I don't want to be too busy.  I want to do my 40 hours with occasional over time as needed.  The problem is when as needed seems to be all of the time.  The worst job in IT was like that.  I supported a warehouse that operated all three shifts.  I don't think I got a solid nights sleep the entire time I worked there.  I would get calls and pages in the middle of the night almost every night.

 

Without knowing more about the company it is hard to say.  IT isn't for everyone.  Maybe it will work for you, maybe it won't, you'll never know if you don't try. 

 

Read about the company on Glassdoor to see what employees are saying about working there.



#5 gxnpt

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Posted 07 November 2016 - 09:35 AM

If the company is Asurion (from my own experience), run away.

 

The customers are not the problem. The goal of the company - how quickly do you get them the **** off your phone regardless of actual tech support or assistance provided (but make sure the required canned responses and sales pitches were included) - is against actual customer service.

 

In Directv it was rated better to schedule a service call and end the call than to remain on the phone to minimize service loss while waiting on the tech appointment.

 

No TV for a week was better than another 20 minutes on the phone to make it no tv in 1 of 5 rooms until the tech could run a new cable to offending room (power inserter was on the bad cable run).

 

If the company just does tech support for other companies, and if you actually want to assist people, do not work for that company. The company goal is processing, not assistance.


Edited by gxnpt, 07 November 2016 - 09:38 AM.


#6 Houdini5150

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Posted 15 January 2017 - 12:16 AM

In a call center, no. Especially with their metrics and surveys.... F that

#7 Akuna3315

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Posted 11 January 2018 - 11:11 PM

I am a 23 years old, I got placed as a Technical Support Engineer L1 in a firewall company (UK based MNC) before 6 months of my graduation (BE in EC). 

 

I have been working in technical support for firewall since a year and a half now. Well, its not the customers who are bad. Just the number of customers I am made to handle in a day. Customer handling is easy if you have enough time to convince them.

 

I make at least 18 calls in a day with one call stretching up to 30 minutes approximately. I do not get time to take lunch or coffee or even itch my nose. 

 

I have no life. Shifts change every month. I hardly get any leaves. I have to plan my leaves before 7-8 months to get it approved. I work, go home, lie all day because I am too tired to sit, play on my phone and fall asleep. 

 

I have gained weight, my face has lost color and I am unattractive. 

 

I am waiting for my bond period (2 years) to get over to break free from here. 

 

BUT: 

 

With this kind of work experience I have learned more than I could have anywhere else. 

 

Not only technically and in customer handling, but my overall personality has improved. I have learnt to shout, fight, argue, manipulate and get my work done.  :warrior:

 

I have learnt to enjoy little time I get to rest my burning eyes and weary head. :guitar:



#8 C0bra

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Posted 26 January 2018 - 10:03 AM

I actually didn't want to work a level 1 support so badly that I worked in a bank for a year after finishing school; until I found something I wanted. My father worked a help desk position and he managed to squeak a year out of it; but hated it! He had to work nights occasionally, since most help desk jobs are 24/7, and it just sucked the life out of him. It was also for a telecommunications company; just be prepared to have very irate clients who will demean you and treat you as if you are the reason things aren't working. 

 

You'll need thick skin, a cool head and a lot of patience. I probably could have handled a job like that had it not been for the 24/7 thing; deal breaker for me.


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#9 Vicin

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Posted 02 March 2018 - 04:33 PM

I worked as ISP tech support for a while.

 

I'll say this:

If you enjoy talking to people and solving problems it can be quite fun. However it can be quite stressful on days when a lot of people are calling. Also, sometimes when you do your best and still can't solve it, many will direct their rage about not having their stuff working towards you, so be prepared to take a lot of crap with a smile on your face. 

 

If you are good at communicating, can explain and understand problems described by someone who has no idea what they're talking about, you're gonna have a lot of happy customers who previously couldn't get any help and those calls are really quite nice.

 

The worst customers to deal with are obviously those who thinks they know everything beforehand and you need to spend 5 minutes convincing that you have to reboot their router to continue the troubleshooting.

 

Most tech supports have their bosses breathing down their necks about keeping down the duration of the calls, meaning often it's made to be efficient so you'll just troubleshoot common stuff then pass it on for someone else to do all the fun stuff if you work in first line - if you're good at your job it's usually not too hard to advance to the second line of support where you'll probably call the customers after you've got their error report and had a look at it. You should probably expect that even if you're doing a great job it's probably gonna be a year in first line support before that.

 

Still, I'd take another job as tech support. I love helping people and solving problems.

 

I'd say though, if you have trouble keeping a distance between your job and your personal stuff, taking angry customers personally, then you're gonna have a really bad time as tech support.

 

But that's just my personal experience of working as tech support. Hope it helped :)






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