IT: How To Land Service Desk Tier 2 Role?

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[akmed]

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

[sd]

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 YouTube 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

[obelisk.]

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.

[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.

[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

[waterfelon]

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.

[nickdiaz]

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

[scarbus]

As programer in my company this guy make valid point.

[monicadupree]

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

[SavageScientist]

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

[giovannimigliaccio]

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!

[prach]

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.

[pvd]

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

[miguelklk]

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.

[dmac]

Nice video. I really like the hoodie too.

[atticus]

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

[rohitchoudhary]

Great video man, thanks a lot for the insight

[GoodGameSentinel]

I will be starting my IT service desk job soon.

[ITsoKAY_]

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.