4 weeks enough at an MSP?
Posted by scrittyrow@reddit | sysadmin | View on Reddit | 14 comments
Hired as junior helpdesk and after a month Im supposed to be closing as many tickets as Senior Engineer or people there a year or longer. Really thought this place was going to be different.
jackfinished@reddit
Unless that place is immaculately documenting everything to perfection then I'd expect six months before you're not dead weight and closer to a year to be up to speed. If you're a rock star maybe cut that in half.
I'd hold myself to the same metric if I changed jobs.
scrittyrow@reddit (OP)
Docs are there but dont have much time to read them since Im expected to document every ticket perfectly already so spend alot of time doing that
jackfinished@reddit
I still wouldn't expect high speed from a newer tech to the game. Unless you were doing just password resets or simple ad type stuff.
GroteGlon@reddit
Ah, the flip side of the coin. Documentation so good that no one has time to read it.
blotditto@reddit
So they're expecting a junior and senior admin to be closing the same amount of tickets there? Something doesnt seem right. I'm lucky if I have 10 tickets closed a week, but as "the" senior engineer I probably help other techs close as many as 30, a week.
Also the numbers alone don't justify someone's work, the type of work they're doing should.
scrittyrow@reddit (OP)
Tried to bring this up and basically got mixed answers. They want tickets closed but want me to learn everything at same time.
Logical-Gene-6741@reddit
That’s msp for you. It’s how things work. Idk if you’re new to IT but that’s how IT works in general also. I’m a mid level sys admin and I close approx. 3 tickets per day. I also started taking on the easier tickets like password resets and adding users to group email which bolster my ticket closures by 2-3x.
You’re going to spend time searching google and the answer. Even me who’s had enough experience still has to pull google up and find out how to print in color because I don’t do that usually and we have no resources on it. I also had to teach myself how an AD hybrid and on prem environment works. Because I just don’t know and until now I’ve never done it.
scrittyrow@reddit (OP)
Yea, basically if im using google Im doing something. Should consult a colleague or read a doc..everything is a process almost like they dont need intuition of a human...hmmmm
nickski18@reddit
I'd expect a Senior Engineer to close less tickets since the stuff they work on is more advanced and most likely have project load as well. If a Senior Engineer is closing more tickets then they are spending time on issues that are too easy for them. If the tickets are getting escalated then whoever did it might need to get more training.
scrittyrow@reddit (OP)
Tried to bring this up and basically got mixed answers. They want tickets closed but want me to learn everything at same time.
blow_slogan@reddit
Lol no. Are you serious?
scrittyrow@reddit (OP)
Are you serious
No obviously
blow_slogan@reddit
I wouldn’t recommend working at an MSP if you don’t need to. It is IT on hard mode. Worked 7 years at an MSP and would never do it again.
Logical-Gene-6741@reddit
I took this job that’s closer to home and it’s an msp. I’m approaching 7 weeks. I feel lost and i regret this decision lmao