IT service analyst

My duties including a mixture of first- and second-level support. I have a Bachelor of Science degree in statistics and MCP, MCSE and CCNA qualifications.

Dear What Am I Worth,

I am currently working for one of the major airlines as an IT service analyst. My duties including a mixture of first- and second-level support. I have a Bachelor of Science degree in statistics and MCP, MCSE and CCNA qualifications.

I have a year’s experience in internet support and six months in desktop support, including supporting and administering Windows NT Server 4.0, Microsoft Office suite and printers.

Although I admit my CCNA is a paper qualification not backed by any real-world experience implementing/supporting Cisco routers and WANs in general, I have managed to borrow a Cisco router and a switch from work and I am using virtual lab software to get practical experience in configuring routers and switches.

I am wondering what do I need to do in order to enter the area of pure second-level support.

Flying solo

Robert Walters replies: It appears to me as though you are doing all that’s required. Ask your manager to move you in that direction and if they cannot satisfy your desire, look to the market and see what’s available. Your career is in your own hands.

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