Tier 1 Tech Support Sucks!!!!
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- Опубликовано: 6 сен 2024
- Today I talk about my experience in Tier 1 Tech support
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i've done tier 1-2 support for the past 10 years. tier 1 support is the absolute worst. you get to witness the mismanagement first hand. and if you open your mouth about it to fix the problem your seen as the problem.
William Sanders Were you nervous taking your first call? I take my first call tomorrow 😫
Chantelle you still working there
Sounds like a loser
William Sanders dude Helpdesk for 10years?!?!? You could have moved so far up in the IT World by now... why in the hell would you stay at Helpdesk that long? You could be managing awesome projects, building networks, increasing your value as an IT.... 10years at Helpdesk is a waste of your time and talent bro. Especially based off of your comment.
@@ALee-ArmedVeteran that's y I said "sounds like a loser"
I don't even care about becoming a tier 2 anymore. I just want a completely different career.
Haha yeah its easy to get sucked into the call center part of Tech support. Especially since so many people dont wanna do it when managers finally get a crew they dont move you out of it despite you outgrowing the role. That and its such a hard field to move around in due to the personalities of most Tech agents. Its very much a I know more then you type of field and you are a lower grunt. It should be more of how can we work together to build this network or resolve this issue.
ITunes Tier 1 is no better. Today, after just 4 weeks I told them they can stick their CSATs where the sun doesn’t shine and quickly send me the labels to send their sh-t back. The customers and job itself is cool. This is the first customer service position where management is so damn annoying. It’s not worth the aggravation.
@Calvin Yeah i couldn't agree more. Or they should learn a new skill. My cousin started out in IT as a system programmer and no degree. He knew Linux and Bash. After i get my foot in the field thats where ill be putting my focus afterwards.
@@NateDoesLife Ive been in my tier 1 role for about 8 months now and it does suck. Everytime the phone rings my heart literally drops, I HATE talking on the phone.
@@TheLWebb100 then learn new skills man, IT is an ever changing career, new stuff comes out all the time so just motivate yourself for a better life and learn something every day. Also dont ask for raises, you learn new skills that you can market and do but just know with more skills just change jobs and work someplace else.
Hey man, I'm iOS Teir 1 Tech Support for Apple, I don't think I can do this another day. I've never hated a job so much that I hated waking up on days I work lol.
I worked three years for them as well. about a year as Tier 1 and then two years as Tier 2 - I was multiskilled as well, so I had all LoB's (ios, cpu, itunes, iCloud, etc.).
Worst job I've ever had, ended up having a stress breakdown.
The faster you get out, the better.
@@Exmorted I did it for 6 all from home. Not worth it
This is me right now but I barely talk on the phone mine is IT support. After the first week, I am not happy with job, pay 15.14 hour, I feel depressed. I know everyone started here but I’m unhappy
Why don’t you guys be grateful you have a damn job?
I had a job like this. I was supposed to answer the phones. I hated it and was not comfortable. I was fired and I was so happy afterwards
@Franku Doge how did you get a job repairing computers did you have to get a certificate and what is the name of your position
@@stephon972 yeaa i wanna know too lol
Yeah, I'm tired of the front line BS... UNADULTERATED FRUSTRATION!!! I'd rather they just give me the damned machine so I can fix it instead of listening to ingrates yelling at me for something they screwed up.
Yes
I really want to do IT instead of working at a warehouse all my life. I’m 19 and I really love computers
Go for it, I still recommend trying to work for an MSP as you learn a lot in a little bit of time but its def a demanding role and job. Plenty of jobs out there.
@@NateDoesLife What is MSP?
@@taniadelacruz1530 It stands for Managed Services Provider. Its basically a company that other companies pay to do all/most of their tech work from full on network management to service desk. They are very fast paced and demanding work environments and not for everyone (especially if you are looking for a laid back job). However I will say they are AMAZING places to learn all sorts of technology (old, new, emerging) and get to play with a lot.
I will warn however their are good and bad MSP's out there and if you get into a bad one or one you do not flow with then do not be afraid to jump to another one.
theres alot of different careers related to computers not just helpdesk
I work for an MSP, its a good job. I have days where I may get 5 phone calls. Others 55 out of 800+ computers. I also work from home.
I used to be shy talking on the phone, now I'm not shy at all.
I have good days rather than bad. But If Im honest... find another career.
People suck...
You can always switch to chat instead, but tech support jobs suck. I am glad that I quit that job and work as a CNC machinist because I rather deal with the machines than people.
Yeah thankfully I made it through the grind up to team lead/sys admin level and it paid off =p Job def aint for everyone
1, Shoveling horse crap
2, IT phone support
I have been doing this for three years and going to fullsail to my degree in cybersecurity and tier 1-2 does suck
Best of luck on the degree!!
thanks so much i was considering going into an entry level IT role to support myself while I build me a jewleery business on the side. However this video showed me that since i dont like talking on the phone I might need to find something else. Thank you
Glad I was able to help you out! Yeah if your not a fan of the phone I would recommend something else =p
It’s a pretty easy job, just takes like a week of practice and you’ll be fine
I should wathced this video one year ago. At this moment I feel like you felt at that time, I expected something far better when I aplied for the position. I know that this job is going to be temporary and I always be grateful for helping people. As you said "you have to work in the costumer service field at least once in your life"
Thanks for the video again and all of the best wishes.
I actually have a job interview for Teir 1 tech support. Just want to put my foot in the door so I can move myself up.
Best of luck to you, my biggest pieces of advice for SD is to be really self interested. Dont just wait for stuff to be tossed to you got out, grab it and learn all you can about it. Make your coworkers need to talk to you in order to solve stuff. My second is too not get caught up in corporate bullshit and being overwork. Once you clock out or leave the office then thats that your done for the day.....unless you get tricked in being sallary exempt like me right now lol then run
@@NateDoesLife Great advice! I actually did help desk for 6 months and I really did enjoy it but I felt like I wanted to do so much more. But being the only women it was hard for the guys and my boss to take me seriously. They would always play pranks on me and try to test me on computer stuff. I just felt unappreciated and even someone in Teir 3 saw and reported I was being sexual harassed by the guys in the front. I wouldn't have reported it myself because I was scared what they would think of me. Every since then I was embarrassed to go back to work. But I hope I dont have the same issue as my last job.
Thats actually crazy, we have a few girls at my office and they are treated great prob better then each other. I hope the best for you
@@ashleyrocks Honestly, I would be going for a higher position at this point. At least tier 2 but you should be going for desktop support or IT Support Technician. Whatever you do don't stay at helpdesk more than 2 years and at the most 3 years. It is not impossible to move up from helpdesk if you stay 3 years but your going to have a lot of explaining to do in your next interview for a higher position. Also, if you want to move up you are likely going to have to move to a different company. What did you learn on the job and what did you learn on your own? Are learning routing and switching or basic server stuff like AD or office apps like Outlook, Excel and Sharepoint and how to support those apps. Your fellow employees were losers probably because they have been at help desk longer than should have been and were taking it out on you. I don't know where you are in your career now but if you are working help desk, You should volunteer to help when higher issues come up.For example, if there is an issue you need to escalate, volunteer to be part of the solution. If you can't because other duties you should still follow that ticket to how it was solved. Volunteer your help to the network or server guys/gals. Ask questions about things you don't understand or want to learn. Real IT people will be more than happy to help.
Seeing this post is 2 years ago, did you get the job? How’s it going? I’m a college student looking to get my foot in anywhere
I personally hate talking on phone too and have experienced similar feelings in my previous job working in a local council, but knew the job was temporary and at least it didnt kill me and brought me new life experiences to overcome weaknesses, now heading to a tier 1 support job soon as a 1st job in IT field, will definitely aim for a technical role that would involve minimal customer service as a future ultimate goal
Omg. One week Into helpdesk 1. I knew a specialist role is where I belong. I started taking SQL SERVER DBA. Got a job last year November.
Congrats thats great to hear! Glad you were able to get into a position you love!
Close quotas and call time limits are the worst. Especially when they start scrutinizing hard. Not every call is the same and some are going to require much longer than others. Some issues I could hammer out in literally two minutes and be done. Other issues take up 15 minutes just in the restarts required to fix the problem not even considering the actual troubleshooting done. Many calls you will need to get remoted in to the user's computer and i've seen, more than a few times, it take 15-20 minutes just to do that because the user is SO computer illiterate and well... not bright or more often simply doesn't listen. Which is the bane of our existence... users that DON'T LISTEN. I've had calls where, no exaggeration, I spent over 75% of the call just trying to get the caller to stop talking so that I can help them. Or they'll call you and immediately say "Can I put you on hold for a minute?". Or they'll call and they're not even near their computer or haven't turned it on. I've literally had, more than one, callers call me while they were driving so that I could troubleshoot their computer issue. But management still wants those numbers. They want those closes and your average call time better not exceed 15 minutes. Or the lovely moments when you get pressured because their are tickets sitting in your queue... when engineering hasn't fixed the problem yet so there is literally nothing that you can do with the tickets. The job would be far less stressful if we were just allowed to do it.
How are you doing now I just get a tech support in a cybersecurity company... I think its a good starting Point since I get cybersecurity certs.. Not planning to stay more than 1 year
@@lorebringers I am currently a systems engineer working with framework/security.
Ums are normal! Best way to practice to get rid of them is to pause and take a deep breath in. Hope you got to tier 2!
Vanessa yeah Ive gotten a bit better about them but still working on it lol. And yeah you and me both lol!
That’s insane that they don’t give you a computer with visual interactive guides or something!!
over at apple they do have guides for some things but not others and the guides we do have are rather limited. it's best if we can screen share with the user but customers do dumb things like call us while they're driving or at the mall and that makes it hard to screen share even when the system IS working. Plus this job taught me that many people don't understand what a website is.
I hate it. We didn't get the tools we needed until CTF and when I brought it up I was told by my trainer that they just put them out on the phones when she just started so it doesn't matter. Also she said no one knows what they are doing in the beginning so it's okay. I've never owned an Apple so I'm at a loss and I'm stressed. I gotta get out of here. I also do it from home which you would think is great but you feel isolated and sometimes the people in chat don't get back to you in time. *sigh*
I did that job for 2 1/2 years (also from home) and before working there I had never had an Apple product either. If you like I can give you some tips to make your life easier there. Things they didn't cover in training that I wished I knew when first starting out.
Yeah starting out in tech working from home is really a bad idea. You need the support of higher ups or coworkers when dealing with problems. Once you have done it for 2+ yrs then working from homebgets easier
@@NateDoesLife Honestly considering how they provide "support" using a chat room and posting then spending the worst 15 minutes of your life (or so it feels at the time) in dead silence waiting for someone to reply I forced myself early on to not rely on anyone for answers which made me learn more as I had to find all the answers myself. I utilized my skills as a professional chatterbox to fill the time as I looked things up talking about anything and everything from their kids or dog I heard in the background to something random that would make them laugh. I even found a way to impress them by showing determination to find the answer to their issue despite not ever having that question in the ____(insert random number here) years I worked there. Which also helps them to not just assume you don't know anything and just demand a manager.
How's it going with the Apple home job? Still willing to help if you need it. My Twitter is under the same name message me anytime.
BINFP I just started and feel so stressed and lost. We don’t have access to the majority of our systems. Can’t get help and everyone has generally been rude.
Help Desk is not the same as a call center. Lol. Call centers are highly micromanaged with scripts to follow verbatim and QA recording every call you make. IT Help Desk positions in most company settings is much less monitored and focus is more on the technical issue. Example: I was a Dishnetwork Tier 3 tech support we had very basic " check connections" type troubleshooting steps all scripted and required to follow verbatim. As well as tech support, we handled billing and offered programming and equipment ie sales. Lol. Ive also been a Level 1 Heldesk position for a chain of grocery stores. There was no selling or billing just troubleshooting over the phone and when necessary replacing equipment and or scheduling service calls onsite that was it.
My first phone call was from a rude doctor.
Yeah some doctors are really bad, we have one that calls our office from time to time and literally will not respond unless you say "hello doctor ______" else he just kinda acts like he cant hear you. My first call was from some vip user at a CEO employment company who wanted their outlook program fixed......I managed to fix it and he was happy lol so not a terrible story.
Love the channel dude. One you get that sysadmin it desktop job life gets so much better! I worked a helpdesk job for a healthcare services company and it was hell. I was always stressed and working night or swing. Get yourself a CCNA if you can swing it. Cheers.
Tech support does suck, I hate it. Customers feel emboldened to speak to you how they please from behind a phone. Plus my company sucks at getting information to the front lines. Looking at other applications as we speak. Sorry to be so negative, but I’ve been doing support for almost 6 years and I HATE IT
why have you been doing it support for 6 years?why not system admin or another position? It also depends on the company you work for.
@@KevtechITSupport some weird glass ceiling i guess. Idk, I left IT a few months back. Pursuing graphic design
@@dbdb32 I see. I work IT support for a hedge fund and so far so good. I was just wondering.
I had work as Tech. Support Rep. for 2 years and thank goodness I quit it. After 3 to 4 months the job doesn't provides you any challenges and only thing matters is your working hours. The job abd pay both sucks.
Yes very true, if your good at the job then once you've learned everything then it gets pretty boring. My best advice for this would be to work on becoming a lead when in a position like that. Become reliable for knowing information on top clients and go from there. If your company doesn't throw ya bones at that point find another one and do the same thing.
@@NateDoesLife The problem is that I am a high school passout. That is the reason it was easier to get this job and I used to tinker qith Linux based os for the mean time. I want to make career in Linux world and learning more about t/s. Therefore, since I was told to limit my knowledge (you know company policies and support limit) so I quit.
@@NateDoesLife My Tutor had started a startup so I will work with them.. I know the pay will be peanuts but I can manage.
So im curious and hopefully i can find an answer. So ive done call center work for a year and a half previously with cable install and troubleshooting however i resigned due to pure frustration and the mentally draining work environment. I have an interest in cyber security and i would like to dive into that path but wanted to know if i would still need to go through some other entry level helpdesk role or could i skip that and move onto something where im not on the phone as much. Any feedback would be greatly appreciated!
I definitely thinks its possible, go for certs in cyber security, look at what job listings are asking for those positions and get qualified and apply.
More or less with most tech jobs if you get into the interview and show you know and are caple of the work you are good. Having experience helps greatly but if you can do the work and answer the questions then ypur just as qualified.
@@NateDoesLife thanks for the reply, will look into it
I've been in the same position as yours,it was painful,six months in and nearly went insane ,so i quit,the phone don't stop ringing and you're being watched by camera all day,no privacy at all ,in third world country here we're treated like slaves,
yeah bro. Truth. I've heard that. my own company was caught in a rather big scandal where in third world they had the agents monitored by camera while here in North America we only do monthly desk audit (which is kinda dumb anyway). I think in South America they banded together and got the cameras removed. I remember hearing someone talk about the relentless pace in DR was so bad someone died and they all had to keep working until end of shift.
Omg! This is so me. I can feel you bro.
Their is programming and networking. How are things so far? I hate talking on the phone as well.
Becareful about what say about current employer.
You say that, and I agree, but I’ve also come to find that a lot o’ not so self aware people out there simply don’t have the ability to even realize what they maybe doing that’s not working for them and then have the humility or courage to make a change.
oof right now i have 2 offers to do a tier 1 helpdesk job and a more back office /desktop technician job. I feel like the latter would be a more behind the scenes tech job which I'm more comfortable with. I'm on the fence about it because I do think tier 1 helpdesk will help me communicate better with others, but I dread not being able to resolve problems through the phone
because like you said i would rather resolve problems face to face. I definitely feel that when you said tier 1 will help me grow as a person and be more confident.
do you use RDP to resolve issues at tier 1 by the way?
Id do the helpdesk spot if you need to build confidence and communication. It will help in the long run for sure especially if you dont have those skills already.
Hey I’m new to IT and I’m wondering if you got a job in help desk with certifications or degree or both?
I know this video is 5 years, but damn that loud background music is maddening
Hahah sorry, yeah looking back on this video I could of done a much much better job on it.
Hey what qualifications did you get when applying for IT help desk jobs , degree or certification or both?
@shortyjr2289 associates In any sort of IT is a good start, after that all certs + experience! Best of luck!!!
Live support from across the world hurts
I just got a tech support job finally 😂
How'd it go 👀👀
@@andrean40 horrible 🤣🤣 it wasn’t for IT it was for alarm systems shit was trash get some certification bro and try to get into cyber security or something IT related not tech support unless it help desk
@@PlantYourWealth Damn 💀💀. But how to get into cybersecurity in the entry level??? helpdesk ?😭
@@andrean40 Hol up
@@andrean40 look up Boyld clewis cyber security or network chuck
I have a degree from DeVry University I say go for it! Best university I ever attended!
why does the background look sharper than your face?
Bad focusing on my part, this was right when I got my first dslr or around then and I was still working out the settings. I already recorded this video and wanted to get it out and was time limited on recording another retake for it so I went with this.
What’s the difference between tier 1 & 2?
So this can vary job to job but in a standard environment a T1 is usually the front line, they field most if not all the incoming calls and handle the simpler task while attempt to handle harder task to the best of their ability. Most often doing password resets or gathering information for T2's to follow up on.
A T2 can and should be on the phones with the T1's but will often go unavailable for longer amounts of time to make out bound calls or followup on tickets that were escalated by the T1's. They are also responsible to creating Knowledge/Solution Documents and in some cases (in my situation were my company supports many other companies) our T2's are divided out between all the companies and focus on assisting them.
What does this L1 job sound like. It seems to be a smaller company and isn't just focused on phone call support.
"The L1 Support Technician is responsible for:
-Troubleshooting on-site and remote L1 technical support issues.
-Repair, maintenance and installation of L1 equipment including workstations, network devices and rack equipment.
-Assistance with repair, maintenance and installation of L2 equipment including servers, network devices and rack equipment.
-Documentation of service details for review with the L1 support manager."
Its almost so vague and idk if it would just be a L1 position lol. I mean I cant imagine anyone letting an L1 near network devices for installation/repair.
From my experience thats normally L2 stuff but I guess since its a small company maybe?
Overall hard to guage but you would 100% wanna get more details on what this company does and what specifically you will be doing before jumping into this one.
Great question to ask in interview: What will my day to day look like? - If they cant give you a pretty good description of this that means your gonna be doing everything under the sun that they want.
It sucks very worse job. How to switch to software
Unable to gain agreement!
Could you elaborate a little bit? Does this mean you like T1 Tech support or my opinions just dont equate to why it sucks. TBH the video was kinda roughly made and if I had to make it again I would of gone through a completely different approach. It was more so me venting a frustrating week =p
Actually that phrase "Unable to gain agreement" is sometimes used by Tier 1 agents @ Apple when they cannot resolve the customers issue and then we transfer to T2 or a Senior Advisor and tell them that we are transferring the call due to being "unable to gain agreement" IDK for sure if he was referring to that but prior to doing Apple Support I had never heard that phrase in my various customer support jobs.
Does help desk have a lot of down time for studying? I am currently a college student and want to kill 2 birds with one stone.
It can but it depends on your shift and company you work for
I was still in training and had to quit this job after three days of taking calls on the floor.
Yeah def rough and demanding environment, I remember the first few months of me taking phone calls and it was very stressful but once you get into a rhythm/used to it then it becomes a little bit easier. Obviously I dont know your environment and some are trash some are good. Hopefully you can manage into another decent environment.
I graduated from Devry with my associates in Information technology and networking
Good stuff thats a great start!
@@NateDoesLife what you do now still involved in IT ?
@@PlantYourWealth Right now im a beginner systems administrator for a managed services provider.
@@NateDoesLife same route i wanna take
@@NateDoesLife do you have any certs and if so what are they?
Hey I had got a job in Capgemini as a help desk support engineer l1, I had to say no cause of night shift , did I make a bad decision ?
Depends on you really, night shift is a really good time for continuing to study and get certs and also just learn more if needed. It also usually pays more.
Also if you have no experience in this field then night shift is great for that as it allows you to learn the system at your own pace as its not usually as busy as day shift. The only downside is that if you have an active social life balancing that and work becomes a pain.
How do you get a job in tech support
I would recommend the internet, Linked in and Indeed are great spots to get in touch with recruiters to get you into a job.
Recruiters sound annoying but they are great to use as well, they often times have multiple companies they can get you set up with interviews at which expands your chances of landing a job.
I would also look at local school districts. That's a pretty good way to get started in the IT field. You will probably be exposed to a wide range of hardware and software used in education.
3:38
It's the job hard? When do you get out of tier 1? And what's the start pay?
Start pay is low 30k and caps around 40k depending on the company...the job itself is a great learning experience but its soooooo easy to get stuck in and its also a lot of management bullshit you have to put up with. You get out of t1 after about 3-4 maybe 5yrs but only if your really determined. Like I said its easy yo get trapped in it. I know a lot of guys that all they have ever done in tech is t1 support
Thank you
@@NateDoesLife 4 yrs? I got out after exactly 11 months, became a sys admin. No college degree, just red hat certification and ofc: KNOWLEDGE. I started off as T2 tho, so probably way less of the BS u 're talking about
@@Jacob_S13 wow you must own really good knee pads
@@GG-wj9in Not worth my time but Ill respond: U must suck ass at the job - go back to operating a shovel.
At least you have a job
Old video but very true. Very broad way to view a situation but yes you are correct.
@@NateDoesLife whatever man
*This is October 2019 and WOW Microsoft STILL SUCKS*
I havent had to call them even one time after I ran from Windows Vista and installed Windows 7
but now I am being forced to install Windows 8.1 because Microsoft said they would no longer support or provide security updates for Windows7 and they REFUSE to allow home user the ability to even pay an annual fee for support/updates but they are allowing business to pay an annual fee for it!
LONG STORY SHORT....been on the phone with the camel and cow jockeys who can't speak any better English now than when they were put in years ago to provide customer service for ENGLISH speaking people! It's been 3 days now of over 2 1/2 HOURS a day on the phone with them (which includes at least a 1 hour wait time each call) and they still haven't fixed the problem with their Windows store REFUSING to allow SIMPLE PC GAMES to download