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IT Career Paths: How to Move Up in IT Support (A Day in the Life of Tier II Support)



IT Career Paths: let’s see what a day in the life of a Tier 2, IT Support professional looks like. Many pros start in IT Support and use it as a stepping stone to other areas like networking and cybersecurity. In this video, we’ll give you the inside scoop on what an ACTUAL day looks like in the life of a Tier II IT Support professional.

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WHAT IS TIER II SUPPORT?
ℹ️ If Tier I can’t solve the problem, the issue is escalated to Tier II. Being prepared to move up to Tier II happens with a combination of real-world experience AND the appropriate certifications.
️Tier II IT support technicians usually have a specialization and are able to determine if a problem is a new issue or an existing one.
Tier II positions require more experience, specialization and training.
*️⃣ Certifications like CompTIA A+ can get your foot in the door by proving to employers you have the skills they look for in IT support technicians. And adding CompTIA Network+ and CompTIA Security+ can help you advance your career from Tier I to Tier II.

WHAT IS A TIER II IT SUPPORT JOB REALLY LIKE? Here’s what you’ll do:
Tackle permissions-level issues or assigning new role permissions
Manage network connectivity issues that go beyond the host, such as switch configurations and network changes
Troubleshoot more advanced software issues, such as editing configuration files, rather than simply installing applications
Train beginner specialists

🤔 NEED AN EXAMPLE? Here you go:
Maybe Tier I support is performing a simple password reset, but they run into an issue with the active directory that goes beyond their understanding. That’s when they come to you. When you figure out the solution, sometimes you’ll just implement it yourself. Other times, you’ll walk the Tier I IT Support specialist through the solution and teach them what to do.

WHAT INTERMEDIATE IT SUPPORT JOBS SHOULD I SEARCH FOR? Here are a few:
Help Desk Analyst
Technical Support Specialist
Tier II Support Technician
Junior Systems Engineer
Junior Network Admin

A DAY IN THE LIFE OF ENTRY-LEVEL IT SUPPORT:
1️⃣ Log in and set up the programs you’ll need that day just like you did in Tier I IT Support (Ticketing System, Email, etc.) only this time the tickets aren’t coming from end-users, they’re coming from your own team.
2️⃣ You may be assigned to people inside or outside your company depending on your role and where you work
3️⃣You’ll help to mentor Tier I IT Support Specialists by clearly communicating the proper use of technology to your team. Using your soft skills will be just as important as your technical skills in Tier II Support.

️Soft skills become increasingly important as you can take on either a more managerial role or a more advanced technical role. And demonstrating those skills could even be your ticket to moving up to Tier III ️

GET CompTIA A+ CERTIFIED:
CompTIA offers everything you need to prepare for your certifications from training to vouchers
Train your own way! If you like learning in a group setting, CompTIA Live Online Training is for you. You’ll get expert guidance from an instructor who knows the exam inside and out. If you prefer self-study, CompTIA CertMaster Learn lets you learn at your own pace with a customizable study plan. If you want the hands-on experience without leaving your home, try CompTIA Labs. Use it to practice your tech skills with real equipment in a virtual environment.
Grab a couple vouchers and schedule your A+ exams to earn your certification so you can land the job. The CompTIA A+ certification is broken into 2 exams. Study for one at a time!

FACTS ABOUT TIER II IT SUPPORT:
Employment of computer support specialists is projected to grow 10% from 2018 to 2028, faster than the average for all occupations, with 83,100 net new jobs expected during that 10-year period. Employment of support specialists within computer systems design and related services firms is projected to grow by 24%.
How much can a Tier II IT Support Technician make? The Salary Range for a Tier II IT Support Technician is $52,270 to $88,240 with a median annual wage of $63,460 (U.S. Bureau of Labor Statistics).

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