In a recent Laws of Technical Management column, Bob Artner predicted a decline in demand for entry-level tech support professionals, and he's right. In the past, you could get some entry-level jobs with only the ability to install and troubleshoot hardware and software. But as technologies evolve, you have to bring more to the table. This week, I'd like to share some career advice given by people who do the hiring. The most important support skills
In response to Bob Artner's column, TechRepublic member Lynn posted a comment contending that certain skills will keep tech support professionals employed, regardless of changes in technology. In Lynn's words, those core skills include:
- Good communication
- Respect for others
- Good troubleshooting ability
- Ability to understand business requirements
- Desire to find solutions rather than to place blame
- Ability to apply old concepts to new applications
Becky Tinsley sees a lot of IT CVs in her role as senior technical recruiting manager for Ajilon Consulting. The company is a provider of information technology services, from IT consulting for systems development and integration to software quality assurance, help desk, and outsourcing, and Tinsley interviews candidates for positions in nearly every IT specialty. For Tinsley, a good CV contains plenty of detail, including the systems you've used and supported or the languages you've learned. She doesn't mind if the CV is longer than one page, but "it's not necessary to make it ten, either." The most important thing about a CV, according to Tinsley, is "using industry-standard job titles." "Some employers use 'system engineer' as the title for both programmers and network architects. If you were a programmer, say 'programmer' in the CV." Steve Crone, director of application development for Papa John's, only considers applicants with acceptable CVs. "You're using it to get in the door, to say hello," Crone said. "The CV must be well written, without any spelling errors." Asked what makes a CV well written, Crone said, "It should represent you. It should list not just what you know, but what you've done, what you've accomplished. Red flags
Asked about CV red flags, Tinsley and Crone both had the same answer: gaps in employment. Tinsley said that frequent short-term gaps raise questions that may send a CV to the bottom instead of the top of the stack. Crone agreed, "Job hopping isn't good. But the gaps don't automatically disqualify a candidate, as long as there's a valid explanation." Conversationalists wanted
Assuming your CV gets you in the door to say hello, how do you demonstrate good communication skills? When Tinsley is deciding whether candidates will make good help desk operators, she doesn't use any trick questions. She just wants to see if they can tell a story. "If they have experience, I ask them to tell me about their career from the beginning. If they don't have experience, I ask them about their school projects." Tinsley summed it up this way: "For the phones, I need someone who can quickly assess a situation and identify what the problem is. But more importantly, I need someone who relates well to a lot of people, all kinds of people. "So I look for people who can clearly convey their thoughts, tell me where they've been, where they are now, and where they want to go." Come prepared with work-related stories
Crone doesn't use trick questions, either. He said: "When I'm interviewing someone, I'm considering how they'll fit in as an employee of the company." "I'm also usually looking for specific experience," Crone said. "I'll say, 'Tell me a story about a time when...' I'll ask about some negative thing they've faced and how they overcame it." According to Crone, you'd better be ready to talk about "something negative" when you interview. "If someone has zero negatives, question it." Know your contributions
Tinsley has one other question that she asks of every candidate: "How did what you do affect the bottom line?" "If you say you were in healthcare, I ask what kind of healthcare. Why did your job matter to the business? I find if they can make that connection, they do better." Practice makes perfect
If you're trying to land that first help desk position or the next level-three network services support contract, you have two homework assignments. First, try to put yourself in the shoes of an interviewer and read your own CV. If it doesn't knock your cybersocks off, rewrite it. Then ask a close friend or two to review it, and rewrite it. Repeat until you get it right. Second, practice your conversational-interview skills. Start by taking your CV-reviewing friend to lunch. Have that person say to you: "Tell me about a time when you faced a negative situation and overcame it." After a few rehearsals, you'll be primed and ready to shine in your next interview. TechRepublic is the online community and information resource for all IT professionals, from support staff to executives. We offer in-depth technical articles written for IT professionals by IT professionals. In addition to articles on everything from Windows to email to fire walls, we offer IT industry analysis, downloads, management tips, discussion forums, and e-newsletters.
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