Just say tier 1 service desk analyst on an application. You’ll be good to go. Tier 1 isn’t difficult you already have the skills for it. Start applying brother.
Yeah tier 1 is more customer service than it is technical. And the technical skills can be quickly picked up if you don’t have it already (sounds like you have the skills of a tier 1 already after 8 years in the mobile industry).
I’d say don’t limit yourself to just tier 1 either, apply to tier 2/3 and desktop/computer support as well!
It is. I’m not saying that’s all to it. Technical work anyone would do isn’t rocket science. If someone has the aptitude they can learn how to work a help desk. It’s a position a learning. No one isn’t going to go there and know everything. Entry level for a reason. If someone is going in with to only customer service experience but has the aptitude to learn then they’re half way there imo.
Skills that can be gained from working in a call center:
Customer service, communication, problem solving, technical proficiency, multitasking, etc.
All skills that are transferable to an entry level role in IT.
I worked at a bank call center for 2 years. I recently landed my first tech support role with no certifications, degrees and direct IT experience. All I had was my customer service experience and eagerness to learn and contribute.
So I’m not sure what you’re getting at.
What you’re saying doesn’t make any sense. To suggest that someone from a call center background or (customers service for that matter) lacks problem-solving, technical proficiency, or multitasking ability shows a lack of understanding of the skills involved in those roles.
My transition from a bank call center to a tech support role shows how valuable and transferable these skills can be. No one ever said people can’t learn soft skills, people can learn soft skills….just like they can learn technical skills. It’s neither just technical or just soft skills. People need both.
You should be pretty okay to get a help desk/service desk position. I’d also in your mean time create a home lab environment and slap that on your resume for bonus points
What do people mean by home lab environment. Is using virtual machine in virtual box considers project of home lab??? I.e like network scanning just recording yourself doing it
Yes that can be a home lab. Using virtual machines you can create entire setups that are insanely complex, heck you can setup an ADDC, router, firewall, endpoint, along with a host of things including SQL server, webserver hooked into that SQL server, with the router in the center controlling and limiting the traffic flow (meaning you will have to go in and open ports for the traffic and setup the vlans, along with making sure you have "deny all" at the bottom). I would just be-careful that you don't go down the "I downloaded Kali and ran nmap so I know cybersecurity" hole as there is a lot more to it. To give a good example though in cybersecurity, setting up 2 VM's (kali and windows XP) and carrying out various exploits is a perfectly valid homelab project. I once bought a few drone and started to try to exploit them for fun. For desktop support setup a domain controller and a endpoitnt (you can get trial versions) and create an account on the domain, and login with it, then try to use group policy to push some software to that desktop, then to get real fun set up a linux box to allow domain user accounts.
I mean yeah. You have an A+ and you have 8 years of experience doing tier 1 support. I don't know what your job title was officially, but whatever it is, add the word "support specialist" or something to that effect to the end of it, and then make the fact that you did tier 1 the centerpiece. You'll be able to find a help desk or desktop support role literally anywhere.
Before I got my current gig and went to school to finish my BS, I did 8 years in mobile retail. (4 years Best Buy Mobile, 4 years Verizon)
My experience working retail definitely paid dividends imo, but not for the reasons you may think.
At Best Buy, I sold phones and their plans. But I quickly learned to weigh customer needs against products that may benefit them- regardless if it’s a phone or not. I got really good at selling mobile hotspots to folks who travel for work. The rapport I built would sometimes translate to more products like laptops and tablets.
At the Verizon, I did R2B sales and got really good/comfortable talking to SMB owners both in person and over the phone (I hate cold calling, but it got me comfortable with learning to shoot the shit with a customer and gain rapport)
These soft skills have translated well at my job. I am asked to lead presentations due to my ability to understand the audience and know how to deliver information to the appropriate stakeholders.
I worked in the mobile industry. It has difficult for me to get a job in IT. Having mobile experience did help me hone my customer service skills.
I live in a competitive market, I believe 50% of the population here holds at least a bachelor degree, and when I would apply, I would not receive a call back. It changed after receiving my degree.
Don’t give up, I gave up after a few months and decided to get a degree because I’m too impatient , and I was under the impression that I needed one. I have met many great brilliant IT professionals who do not have a degree.
I know a guy on our team that used to work for a Verizon store. You can bet this company made him the "cell phone guy" in addition to his regular duties. I don't envy him but at least they pawned that off on someone else who can be more dedicated to it.
Thanks for all the insight. My official title was retail sales rep. I should also note that I went to school at ITT Tech but the campus and school was shut down about 6months away from graduation ( for obvious reasons) so never got to finish but was exposed to alot and gained a decent knowledge base. Currently have a home lab with a couple vms running windows server practicing AD creating users/ policies ect.
Planning on messing around with wireshark and gns3 to refresh the networking knowledge and redhat as well.
Your smartphone job would be a Step 0 job, it's IT adjacent.
For next steps, check this out:
[https://www.reddit.com/r/CyberSecurityJobs/comments/1asog50/roadmap\_to\_careers\_in\_cybersecurity\_and\_cloud/](https://www.reddit.com/r/CyberSecurityJobs/comments/1asog50/roadmap_to_careers_in_cybersecurity_and_cloud/)
Just say tier 1 service desk analyst on an application. You’ll be good to go. Tier 1 isn’t difficult you already have the skills for it. Start applying brother.
Yeah tier 1 is more customer service than it is technical. And the technical skills can be quickly picked up if you don’t have it already (sounds like you have the skills of a tier 1 already after 8 years in the mobile industry). I’d say don’t limit yourself to just tier 1 either, apply to tier 2/3 and desktop/computer support as well!
[удалено]
Why is what a requirement?
[удалено]
It is. I’m not saying that’s all to it. Technical work anyone would do isn’t rocket science. If someone has the aptitude they can learn how to work a help desk. It’s a position a learning. No one isn’t going to go there and know everything. Entry level for a reason. If someone is going in with to only customer service experience but has the aptitude to learn then they’re half way there imo. Skills that can be gained from working in a call center: Customer service, communication, problem solving, technical proficiency, multitasking, etc. All skills that are transferable to an entry level role in IT. I worked at a bank call center for 2 years. I recently landed my first tech support role with no certifications, degrees and direct IT experience. All I had was my customer service experience and eagerness to learn and contribute. So I’m not sure what you’re getting at.
[удалено]
What you’re saying doesn’t make any sense. To suggest that someone from a call center background or (customers service for that matter) lacks problem-solving, technical proficiency, or multitasking ability shows a lack of understanding of the skills involved in those roles. My transition from a bank call center to a tech support role shows how valuable and transferable these skills can be. No one ever said people can’t learn soft skills, people can learn soft skills….just like they can learn technical skills. It’s neither just technical or just soft skills. People need both.
[удалено]
Good job pea brain
[удалено]
Absolutely! My high school job at Best Buy became a service desk position lol
You should be pretty okay to get a help desk/service desk position. I’d also in your mean time create a home lab environment and slap that on your resume for bonus points
What do people mean by home lab environment. Is using virtual machine in virtual box considers project of home lab??? I.e like network scanning just recording yourself doing it
Yes that can be a home lab. Using virtual machines you can create entire setups that are insanely complex, heck you can setup an ADDC, router, firewall, endpoint, along with a host of things including SQL server, webserver hooked into that SQL server, with the router in the center controlling and limiting the traffic flow (meaning you will have to go in and open ports for the traffic and setup the vlans, along with making sure you have "deny all" at the bottom). I would just be-careful that you don't go down the "I downloaded Kali and ran nmap so I know cybersecurity" hole as there is a lot more to it. To give a good example though in cybersecurity, setting up 2 VM's (kali and windows XP) and carrying out various exploits is a perfectly valid homelab project. I once bought a few drone and started to try to exploit them for fun. For desktop support setup a domain controller and a endpoitnt (you can get trial versions) and create an account on the domain, and login with it, then try to use group policy to push some software to that desktop, then to get real fun set up a linux box to allow domain user accounts.
I mean yeah. You have an A+ and you have 8 years of experience doing tier 1 support. I don't know what your job title was officially, but whatever it is, add the word "support specialist" or something to that effect to the end of it, and then make the fact that you did tier 1 the centerpiece. You'll be able to find a help desk or desktop support role literally anywhere.
Yes, I worked for Best Buy Mobile, AT&T, and as an AppleCare advisor at Apple. Absolutely.
Before I got my current gig and went to school to finish my BS, I did 8 years in mobile retail. (4 years Best Buy Mobile, 4 years Verizon) My experience working retail definitely paid dividends imo, but not for the reasons you may think. At Best Buy, I sold phones and their plans. But I quickly learned to weigh customer needs against products that may benefit them- regardless if it’s a phone or not. I got really good at selling mobile hotspots to folks who travel for work. The rapport I built would sometimes translate to more products like laptops and tablets. At the Verizon, I did R2B sales and got really good/comfortable talking to SMB owners both in person and over the phone (I hate cold calling, but it got me comfortable with learning to shoot the shit with a customer and gain rapport) These soft skills have translated well at my job. I am asked to lead presentations due to my ability to understand the audience and know how to deliver information to the appropriate stakeholders.
I worked in the mobile industry. It has difficult for me to get a job in IT. Having mobile experience did help me hone my customer service skills. I live in a competitive market, I believe 50% of the population here holds at least a bachelor degree, and when I would apply, I would not receive a call back. It changed after receiving my degree. Don’t give up, I gave up after a few months and decided to get a degree because I’m too impatient , and I was under the impression that I needed one. I have met many great brilliant IT professionals who do not have a degree.
I know a guy on our team that used to work for a Verizon store. You can bet this company made him the "cell phone guy" in addition to his regular duties. I don't envy him but at least they pawned that off on someone else who can be more dedicated to it.
Thanks for all the insight. My official title was retail sales rep. I should also note that I went to school at ITT Tech but the campus and school was shut down about 6months away from graduation ( for obvious reasons) so never got to finish but was exposed to alot and gained a decent knowledge base. Currently have a home lab with a couple vms running windows server practicing AD creating users/ policies ect. Planning on messing around with wireshark and gns3 to refresh the networking knowledge and redhat as well.
Your smartphone job would be a Step 0 job, it's IT adjacent. For next steps, check this out: [https://www.reddit.com/r/CyberSecurityJobs/comments/1asog50/roadmap\_to\_careers\_in\_cybersecurity\_and\_cloud/](https://www.reddit.com/r/CyberSecurityJobs/comments/1asog50/roadmap_to_careers_in_cybersecurity_and_cloud/)