IT: How To Land Service Desk Tier 2 Role?

[@akme2d]

I learnt aloooot from you bro. The most underrated youtube IT channel

[@KevtechITSupport]

Thanks man.

[@yarieltarano280]

I agree. All others channel are very good too. But this channel go straight to the IT realm. For me is like the IT Bible. It has everything. Thanks Kev.

[@KevtechITSupport]

@@yarieltarano280 thanks man.

[@sd8234]

I’m a service desk tier 1 but believe me this guy is incredible he is telling the fact. As a tier 1 I’m dealing with all of this stuff on a daily basis. One thing to know confidence is the key to get through some stuff in life. I landed this job without any certification or experience. Just 3 years of college education. Make KZbin your girlfriend lol try to auto educate yourself read a lot instead of spending 5 hours on social media you will see the results. Good luck to you.

[@latinhawkey]

Watching this video realizing I've been doing a Tier 2/Service Desk role this whole time and getting a title change and pay bump when highlighting all the talking points from this video to leadership. KevTech is HIM!!!!!!

[@obelisk.5890]

You nailed it bro! I skipped help desk and went straight to SD Level 2. Prior to getting the job I checked out your lab videos which were helpful and gave me a better understanding of the role. I agree with you the position is extremely fun and makes the day go by fast. I would like to add that having good communication and a positive attitude is fundamental. Also being open to learning new things every day is key. I love this job. Thank you for all your help Kevin.

[@KevtechITSupport]

Nice man. Yep, attitude is important.

[@bigkarl24]

That’s what I’m trying to do now. As someone who use to be a low voltage and tech setting up data cabinets, cat 6 cable and fiber. I am aiming more towards the IT side and I’m trying to go directly into a tier 2 job

[@NiWdLES]

Thanks Kevin for pointing it out. I've been in this industry for a long time now and little did I know that Service Desk is really Tier 2 level. I still do break fix issues but I noticed that I've been doing some Sys Ad type of roles as well. Quite frankly, I'm really confused of the boundaries for Level 2. Your channel is really informative.

[@KevtechITSupport]

Thanks

[@waterfelon33]

I did most of the above as only tier 1 plus Win Server 2019 DS, group policies configuration, vendor product licensing management solutions that ranged from printers to ESET Endpoint (for MDM) . It was quite exhausting and the pay was terrible despite company being insurance conglomerate, they just didn't want to invest more into IT department so 5 of us managed pretty much entire IT aspect of their branch (about 1500 employees). With that said, I learned valuable skills and aquired knowledge and a lot of experience that landed me a job as actual Sys Admin skipping pretty much the whole MSP thing and most importantly no more chat in tickets with braindead employees. Also I don't even have any certification nor computer science degree, just my wits and patience I suppose so it's definitely doable as long as you manage to not go crazy for a period of 1 year or so as a Tier1/2/3 whatever support agent.

[@scarbus]

As programer in my company this guy make valid point.

[@NintendoNewsCentral]

So I applied to a good company that had a tier 2 service desk position open with only an A+, a NET+ on the way, and no previous IT job experience (but plenty of customer service) and they're moving on to the second interview. Feels like im jumping stright into the deep end for sure. Thanks for the videos and all the help you provide to this community! Time to go brush up on some commands now lol

[@KevtechITSupport]

good luck.

[@lFrezZzl]

how are you ? i also started in kinda 1,5-2 tier

[@monicadupree7928]

Your awesome! u really help me figure out which way to go getting into the IT field.

[@KevtechITSupport]

Thanks

[@SavageScientist]

Great information i agree i used to work level 1 support in Mississippi for DELL we did all the basic stuff.

[@giovannimigliaccio687]

Thank you Kevin, for your hard work, and for explain and to indicate in a so clear and efficient way. Please, keep doinv that! You are a Legend!

[@KevtechITSupport]

Thank you.

[@joshgloballlc3500]

This is very good, Kevin

[@KevtechITSupport]

@@joshgloballlc3500 thanks

[@PointEndClick]

This video is awesome.

[@pvd9304]

Great for your video Kev I always learn something new thanks to your videos 🙂

[@prach2]

In company where I work we don’t have Help Desk position and 1st level support is Service Desk. What I don’t like about them sometimes is that they usually just assigning randomly tickets to 3rd level support (skipping 2nd level support (NOC)) or just assigning to wrong groups (and SD literally didn’t do anything in this ticket, just reassigning it from group to group). And then the ticket will arrive to your queue and you see that it was already in 5 groups (every group is like “wrong assignment”) and maybe I realize that this ticket is for my group, but there are no information (no IPs, etc.) so I return it back to SD for more information and then we are just passing tickets between groups, because SD, is no capable to get as much information from customer as possible.

[@olonzo2980]

Shine bright like a diamond 💎🌠💎

[@KevtechITSupport]

cool.

[@bluhazy]

Awesome Video! Thank you Kevin

[@pharzb.5868]

Good Stuff from you Buddy!

[@KevtechITSupport]

Thanks

[@dmac93065]

Nice video. I really like the hoodie too.

[@KevtechITSupport]

Thanks

[@GoodGameSentinel]

I will be starting my IT service desk job soon.

[@KevtechITSupport]

Good luck

[@miguelklk2010]

I know you did a video on MDM kevin. Is there a way you can do videos on those other applications as well? That’s also my next step moving to tier 2 as well. Basically we can do our own research but I’ll appreciate if you can do the videos 😊. Thanks.

[@KevtechITSupport]

Sure.

[@bilaladoui5866]

I was looking for that! Thanks

[@KevtechITSupport]

Np.

[@rohitchoudhary8582]

Great video man, thanks a lot for the insight

[@KevtechITSupport]

Np.

[@wahbahassan3719]

Appreciated bro 🙏 thanks

[@ITsoKAY_15]

Nice. Thank you

[@sunilsigdel4533]

Informative kev thanks 🙏

[@KevtechITSupport]

No problem 👍

[@ITsoKAY_15]

Can you do a video on help desk 2 regarding remote work or common scenario that may occur when the tech has to go in the client's back office or view an issue.

[@KevtechITSupport]

Sure.

[@atticus3532]

Lol, I'm doing my CCNA and I'm around all the discords and vids etc. Do you know how many times the name Kevtech comes up lol, good work mate

[@KevtechITSupport]

Thanks. Not sure about that lol but cool.

[@nickdiaz753]

I thought I was ready for Tier 2, until I watched this video.

[@SamScottVlogs]

Thanks for the video bro

[@user-bn4ov9sp5s]

Tech support roles are dying. the best way to get to level 2 support is to switch jobs i know thats how i did it... i started with craigs list ads, working for pc repair shop to contracting work to helpdesk to level 2-3 to now sysadmin.. no certs or college degree.. i switched jobs every year and half or so.... ... Tech is in the middle of huge changes ( sysadmin for almost 10 years) this industry is changing quite a bit i would advise no one to get into tech support run run run... .. .. also Kev i love the BJJ sweater. cheers to jiu jitsu brother hood..

[@KevtechITSupport]

Depends what industry you work in. Tech support in finance isn't going anywhere. I work in finance and it's staying here for a very long time. It's a combination of azure with helpdesk. It really depends what industry you work in. I love this sweater, thanks.

[@user-bn4ov9sp5s]

@@KevtechITSupport I hope you keep training where every you are. thats the thing because i have worked in many different industrys i have seen alot. and boy let me tell you Automation and machine learning are going to wipe out alot of tech support roles... dont get me wrong Kev i hear about the tech stuff too. i love it, but everything is cloud based and theire is way more AI / Machine learning going in azure then many people relize, sure ther will always be a few tech jobs around but. boy sit down study what happend to the telecom phoe supports guys in the 80s, non of them thought their roles woud\ld become obsolete.. it stinks but i think tech rols are dying.. AI/machine learning / the younger kids know alot more about computers now ( im 37) companies are always trying to cut costs... its a shame but i think tech roles are dying.. it is kinda shame.. how ever Kev keep training the jits brother cheers man..

[@KevtechITSupport]

Thanks. That's why you learn to adapt to technologies as things change. If you can't find a job its your fault for being obsolete. You always want to keep learning.

[@hungariannerd8445]

Great vid

[@KevtechITSupport]

Thanks

[@minniegovender6137]

Thanks for the helpful video bro, always learn a lot from your videos. I have a windows 10 troubleshooting test on VM coming up for a job I've applied for. Do you have any feedback regarding what I should expect from it?

[@KevtechITSupport]

Probably practice everything on it from navigation to control panel, system settings, etc.

[@DoodTuber]

I just get discouraged when it comes to finding an IT job. I feel like I put myself through 4 years of school only to fail.

[@KevtechITSupport]

Fix the resume.

[@DoodTuber]

@@KevtechITSupport I'm landing interviews left and right. It's me.

[@KevtechITSupport]

@@DoodTuber keep going and watch my interview videos.

[@lishawalker4337]

Thank Kev, question will upu be doing a VM lab set video anytime soon? I started one but got stuck. Thanks

[@KevtechITSupport]

yes, I will. I'm just going through videos that I haven't created yet. If you need help with your vm, just let me know on discord.

[@kingsleygeorge7736]

@@KevtechITSupport can you leave a link to join your discord server?

[@KevtechITSupport]

Its on my KZbin page and all my video descriptions.

[@KevtechITSupport]

@@kingsleygeorge7736 discord.gg/UC3hXhs

[@Zaddiel]

👀i need

[@luisromero2807]

In your opinion, strictly based on titles, would 'IT Support Desk Analyst' fall under a tier one type role or tier 2?

[@KevtechITSupport]

level 2 support, I look at the job description usually.

[@luisromero2807]

Job description is definitely in line with tier 2 just wanted to know what you thought of the titles. I just got this role 2 weeks ago and am starting tomorrow! I have no previous IT roles under my net but do have a degree and my A+. Thanks for helping myself and others get on the right it track. My home lab was a great conversation piece during my interview and I was told that it made my resume stick out. Keep doing what you do brother

[@KevtechITSupport]

Thanks

[@amirbakhtiari4571]

How do you speak too fast?! 🙂

[@KevtechITSupport]

Coffee

[@NoOne-oo9yl]

what are other alternative level 1 positions besides call centre?

[@KevtechITSupport]

helpdesk, tech support, it support, noc, etc.

[@NoOne-oo9yl]

@@KevtechITSupport highly appreciated.

[@Vee_Rivas]

Entrepreneurship is always an option

[@bigbosshoss2901]

Kevin is the fucking man yo

[@ovoono3050]

Did you get any Cisco and Azure certs yet?

[@KevtechITSupport]

Not needed in my job. I might work on something this year. I been super busy with work and covid doesn't help.

[@subReme]

Hi Kevin, what is your LinkedIn name, I want to add you to my connection, thanks.

[@KevtechITSupport]

You can find me under Kevin Apolinario

[@drushkyy2017]

You do bjj??? That’s awesome! I do too

[@KevtechITSupport]

Yep

[@drushkyy2017]

@@KevtechITSupport what belt are you? usually the nerdy types are assassins haha

[@KevtechITSupport]

Yellow belt.

[@drushkyy2017]

@@KevtechITSupport im confused, what belt is that? cause i only know black,brown,purple blue,white

[@KevtechITSupport]

So I do Japanese jujitsu. They do yellow, green, brown and black.

[@thehigherselfressurection7926]

You do jiu jitsu?

[@KevtechITSupport]

Yep

[@thehigherselfressurection7926]

@@KevtechITSupport bro that’s niceee what belt are you ?

[@KevtechITSupport]

Yellow belt. Class is canceled right now because of covid.

[@thehigherselfressurection7926]

@@KevtechITSupport damn COVID is annoying that’s amazing bro

[@verzueim]

Hey manager why am I tier2? :)))))

[@kuenza18]

Great sharing kevin...thanks a lot