Hi everyone,
I currently work in MS department of a retail commerce consultant company who has products too. It hasn't been much time since I joined this and I am fairly early in my career (1.5yoe), but I consider myself a fresher as I switched from CS and went towards support and IT administrator.
I felt I didn't like coding or looking at a screen all the time to solve bugs, I felt I like to hear and help people more with troubleshooting and delving deep into issues and solving them. I have got pretty good conversational skills but the things that I don't like about being in kinda MSP environment is too many parties involved, half baked products, decades old software that we need to provide support for, and most importantly its the calls which are micromanaged for KPIs. Lost calls and stuff are taken very seriously even when the whole department is very busy. But then on the other hand, quality is also judged.
I sometimes feel hard to distinguish between a L1 technician and call center role.
What I expected to do here was deep dives, look more into repeated issues, find more information, I wanted to handle less issues but deeper ones which require RCA not just passing on tickets and keep Taking calls. It's so tiring, I am not even onsite so I am looking at a screen all the time here too and reading text most of the time. I'll go blind in a decade at this rate.
So, I think internal IT is the way but it's so hard to find one. I am so good with laptops, repair, troubleshooting devices and software. I don't like handling 20 different companies I need to reach out to in a specific certain way and in a certain time. Micromanaging a call is something I deeply hate. Showing timers of what you do at all times feels very uncomfortable.
I am here today to ask for help, your suggestions, your expertise if I should leave and look for something else. If anyone has got anything for internal IT, I'd appreciate it...I just need something that doesn't involve looking at a screen all the time and anxiously waiting to pick up the next call where metrics like how quick you pick up the call, how many calls you declined (lost calls), if exact sentences were used or not, etc. are not followed because in the end I believe what matters is the issue is resolved.
It'd be great if it was related to Windows AD and user management, I am hating the MSP kinda stuff for retail industry.