Career Progression

[Test_2]

Hi,

Sorry this is not really a technical question, but I could use some good advise.
I am an HP/Solaris Systems Admin with about 3years experience HP and a year on Solaris.

Now, I have an offer with a large company (EMC) as technical support level 1. This job is similar to what the support reps at HP Response Center perform when we call in to log a call with them.

My questions are :

How will this kind of a job look like in my resume in the future? Would it add value? Or degrade it? What kind of jobs are offered to people who have this kind of experience?

The positive that I see are that it offers me an opportunity to resolve far more problems than I could ever dream of in regular SysAdmin role.
The negative is that it would be a nonproduction level job, so it might take a bit of the edge off my resume, which so far has only production server support.

I look forward to hearing the response of so many experienced and worldy wise people on this list.

Thanks for your time,
Ramesh

[Patrick Wallek · Accepted solution]

MY OPINION is that this would be a step down. I enjoy doing sys-admin type work and being able to deal with all aspects of the system. 3 years is not that long to be a sys-admin. If you stick with it I think you would be surprised at the type, and number, of problems that you would encounter.

I think you also have more of an opportunity to learn when you are a sys admin. You can get exposed to a great multitude of hardware, software, networking, etc. that you may not get if you are handling response line calls.

As I said this is my opinion and if I offended any of the HP employees that frequent these forums, then I sincerely apologize.

[RikTytgat]

Hi,

I must agree with Patrick. In my opinion, it is far more challenging to solve problems as a SysAdmin than being in a Level 1 support team.

In ITIL, the Service Desk (Level 1 equivalent) responsibilities are described as:
- receiving calls, first line Customer liaison
- recording and tracking Incidents and complaints
- keeping customers informed
- make initial assessment of requests, attempt to resolve them or to refer them to someone who can
- monitoring and escalation procedures relative to the appropriate SLA
- managing the request life-cycle
- communicating planned and short-time changes to the customer
- coordinating second-line and third-party support groups
- providing management information and recommendation for service improvement
-identifying Problems
- highlghting Customor training and education needs
- closing Incidents and confirmation w/ the Customer
- contribute to Problem identification

I hope you make the right choice.

Good luck,
Rik.

[Victor BERRIDGE]

Hi,
I agree also, you can say you know unix after 2-3 years, but it takes much much more time to know all about unix and unix administration...
About EMC now, IMHO EMC is no more The Mass storage technological leader (EMC has nothing that can compete with HDS 9000series or HP XP512/48)... if you said you were going to join HDS or HP mass storage dept. it could be different but not 1rst level, I would consider working in the labs.

Best regards

[Tim Malnati]

On its face it appears that it is a step down to me as well. A lot depends on how EMC handles this sort of position and what they are willing to commit to. For instance, is it a situation where EMC requires a particular time period at the level 1 stage and then you automatically move to a more senior position or do you have to wait for a particular opening and then fight the EMC world to get into it?

I don't particularly agree with Victor though. There is a lot of good experience that EMC has to offer. To suggest that it's only a mass storage unit is overly simplistic. There is a good chance that you will get to work with many different systems other than HPUX and Solaris, but again, EMC can only answer this as well. You will also be dealing with a variety of different configurations that you would probably never see in a single end user shop. There is also a potential to move internally at EMC to more technical aspects.

Keep in mind that the interview process is just as much a situation where you evaluate the prosective company. The more you ask is usually beneficial from the standpoint of knowing what to expect, but it also showns that you have a head on your shoulders and have a real interest in what they may have to offer. The one caution that should be added though is try to get commitments in writing as part of the offer. If they say you automatically move up in six months, or will get some specific training, be sure to ask for them to document it in the offer letter. Many companies will be reluctant to do so (they like to hold all the cards so to speak), but the more reluctant they are could be an indication of how much smoke they are blowing at you.

Personally I would be more inclined to work as one of their field people, but this could be exactly what suits you best in the long run.