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How to kick-start a career in Technical Support

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4 months ago

by Camille Ayela-Beardmore

Our IT & Technical Recruitment Consultant, Camille, focusses on all things technical-support related at Sarah West Recruitment. 

A role in Technical Support, can be a great starting point for those looking to carve out a long-term career in IT. Here’s Camille’s lowdown!

What kind of role should I look out for as a starting point?

A great starting point is a 1st Line Technical Support role. This type of role will typically see you taking and logging calls from customers or other internal teams. There’ll be problems or requests that you’ll be responsible for resolving – such as password resets or setting up new accounts – then there will be others that you’ll need to escalate to other teams.

 A 1st Line support role will give you the opportunity to get hands on experience with a wide variety of technology – including hardware and software, potentially networks or securityand even the potential to assist with projects.

What kind of background or qualifications do I need?

Very often you won’t need a formal qualification. However, you will need to be able to show a genuine interest in technology. This might be through courses that you’ve done – independently or through an education or training provider – or by showing that you’ve got some hands-on experience. This might be through a hobby or if you can show that you really enjoy ‘tinkering’ with technology, for example if you build your own PC’s. If you’re looking a good entry-level course, I’d recommend taking a look at Bluescreen IT’s bootcamps, for example. 

A background in a Customer Service type environment is always plus too, as this shows that you’re good at dealing with people and working in a fast paced environment – whether that’s over the phone, online or in person.

Training and development opportunities

One thing a lot of the organisations I work with have in common (apart from being great places to work, generally!) is the training and development opportunities on offer, whether that’s on the job training or chances to complete relevant certifications and qualifications. 

They make a point of discussing career aspirations when people join them and will provide support to help them get there.

What are the career development opportunities, longer term?

A good thing about a technical support role is that there’s a clear progression route. You’ll typically develop skills that lead to 2nd and 3rd line support roles as you build on your experience, or you might have aspirations to lead a team. Another option is to specialise in a particular area, for example, Infrastructure or Cyber Security. 

If you prefer the software side, you might start your career in a Software Support role where you would be the go-between for the dev team and the clients. This could progress to a role in software development or testing – it really can open doors to a vast number of options - depending on what you find you’re good at and enjoy.

What organisations do you work with locally?

It’s a real mix which means, chances are, I’ll be working with an organisation that’s going to appeal to you – whether you’re looking to work in a large or small team, to work close to home or have a mix of home and office environment or even a field based role if you enjoy site work. Likewise, if you’re looking for something specific in terms of an organisation’s culture or industry, we’ll always explore that when we start working together too.​

Like to know more?

If you'd like to know more about technical support generally, or would like to find out more about the roles that we're working on, you can get in touch with Camille on 01392 873813, email careers@sarahwest.co.uk or connect and send a message on LinkedIn.

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