Some advice for a n00b

[ccx9010]

Hi all

 

Have just started my first IT based job, and was wondering if you had any advice/things I need to learn to become a successful IT tech/support person.

 

Thanks! (love the forums btw)

[NB9457]

Just try go above and beyond for everyone and everything and sometimes it's best to drop hints or let people know what you've done or what you've been up to.

 

Biggest tip is don't take it personally when people don't seem grateful, you get used to it.

[Gibson335]

Soak it all up like a sponge - shadow someone more experienced as much as you can - be prepared to gain knowledge outside of work hours - volunteer to help when something new crops up.

 

One thing I would do if I had my time again is to try and specialise rather than be an all-rounder - it's so damned time-consuming, because you will never stop learning.

[halbaradkenafin]

Always be friendly to everyone, you never know when it will come in useful (like borrowing x tool from D&T).

[Gibson335]

Oh, and one more thing...be honest, in both your expectations of yourself and your limits, as well as with your boss and colleagues. Everyone - and I mean everyone - makes mistakes. Own them. For me what counts, and sorts the wheat from the chaff, is admitting to those errors and learning from them. I hate being lied to more than anything.

[tmoon-mint]

Oh, and one more thing...be honest, in both your expectations of yourself and your limits, as well as with your boss and colleagues. Everyone - and I mean everyone - makes mistakes. Own them. For me what counts, and sorts the wheat from the chaff, is admitting to those errors and learning from them. I hate being lied to more than anything.

 

Couldnt agree more with this. I started my job with very little knowledge and have gradually worked my way up. I have learnt more from my mistakes than anything else.

 

Just to add my 2p these are my list of things to make sure you are effective in your job role

 

* Always be approachable, nobody wants to have to deal with a grump

* Always give 110% and be looking at ways to improve. A bit of studying in downtime never hurt anyone.

* Dont be afraid to admit you dont know everything. Be realistic and if you dont know make sure you find out from someone who does.

* Try to be a member of the team instead of just "the techie" A good relationship goes a long way and often makes you feel more appreciated.

[Disaster]

never confuse "than" with "then" and "lose" with "loose" when posting, you'll go far.

[adamholt1]

Love reading all this as this is exactly what I have done.

 

I started as an apprentice and have now being promoted elsewhere as a Network Manager - take every opportunity possible and couldn't agree more about being friendly and approachable. It's the softskills that get you the jobs. Anyone can learn IT related skills, but you can't learn to be a nice warm welcoming person!

 

It also helps when another techie that worked with me was an absolute horror, a grump, a misery which made me look all the better!

 

Also - attend all nightouts!!!!

[rickjames]

Never guarantee anything. Ever.

[featured_spectre]

Over estimate how long you think a job will take by 1/4 of the time. If you think an hr, then say an 75 mins etc.

 

Will save you hassle if you hit a stumbling block, and if you complete it quicker, you'll be seen as a miracle worker.

[James-iCT4]

I'd add to always try and find out the reasons behind a request/problem - it sounds obvious but sometimes users can ask for a fix for symptom, not the resolution of a problem. Sometimes if you take a few steps back, you can make a big impact by asking the right questions.

 

This is a real skill though as if you approach it wrong, you will put certain users' noses out of joint. It's about being approachable and knowledgeable, without jumping to conclusions - you'll make mistakes down the line, a lot comes with experience but you're off to a good start asking here!

 

I'd also suggest documenting - it doesn't have to be a lengthy tome each time you change a users' password, but if you can get into the habit of noting any changes you make and writing troubleshooting tips for users and other ICT staff then you'll reap the benefits in the long term.

 

Lastly the single most important thing? Remember you're in a school (assuming you are). Teaching and Learning and the students come first, try to contextualize what you do - it's a tricky thing to argue against if someone asks you why you made a certain decision!

[hardtailstar]

If you cannot do something, be honest and say you will research it.

 

Don't be afraid of the above, Post here or search google.

 

If you are in a school make sure you know what the HT or your manager list as priorities.

[pooley]

Never underestimate the stupidity or lack of common sense when dealing with end users. They really haven't a clue!!

[sted]

always check the obvious. e.g. just had a report of some trolley laptops wont charge the adapters were unplugged in the middle

[Oaktech]

Always have a leatherman to hand, plus a copy of hirens bootcd and a copy of windows PE/RE on a stick!

[unixman_again]

If it has a plug on it, you're responsible for support.

[Garacesh]

If you cannot do something, be honest and say you will research it.

 

Don't be afraid of the above, Post here or search google.

 

If you are in a school make sure you know what the HT or your manager list as priorities.

 

This is a massive one. Part of working in IT isn't just knowing what to do, it's more knowing how to find out when you don't.

Sure, any end-user can Google an error message but how many of them can sift through and disseminate the 10 bajillion results they get back to find the right answer?

How many of them know to ask the right questions?

 

Guess who can? You can!

 

So if you don't know say so, find out, then get back to them! - they'll appreciate it much more than a flat-out "No" and you'll learn something along the way

[difinity]

Communication is key, some people miss their IT like it's a part of them. Keeping them updated will keep the majority of them sweet.

[Rob_D]

Always back everything up... even your backups.

[NokiX]

Always back everything up... even your backups.

 

Indeed, backups, replication, tapes, cloud, anything you can think of is usually a good idea when it comes to backups!

[James-iCT4]

Indeed, backups, replication, tapes, cloud, anything you can think of is usually a good idea when it comes to backups!

 

Ooooh good point. And worth noting 'redundancy isn't backup'...that trips a lot of schools up!

[Gibson335]

If in doubt, Hanlon's Razor is your guide: Never attribute to malice that which is adequately explained by stupidity.

 

One addition to the sound advice above to simply tell people when you don't know an answer but that you will find out: best not to BS them with some mumbled jargon...a tech here tried that with a teacher and got shot down because that teacher had once been an IT engineer!

[ccx9010]

Thanks all, these replies have given me some things to think about!

[DalekSec]

Use as many Puns and Monty Python quotes possible in your day to day goings on.

[elsiegee40]

Don't hide away in the IT office no matter how daunting it seems. Do make sure you're seen and talk to people.

 

In schools, I suggest taking your coffee in the staff room during one school break time every day at first so that people can get to know you