Job interview tomorrow - 2nd Line IT Support - Help!

matt_p · 01-10-2007, 12:10 PM

Hi all,

Been out of work now for about two months, having been at my previous job for 8 years (since 18!!!

)

At my last place, I was the only IT guy, and my knowledge and experience grew with the company to the point where I was Network Engineer looking after 5 sites and 70-odd users. Managed everything from user training through to the Win 2k3 servers, Exchange servers, cisco routers/switches, LANs, WANs etc.

Unfortunately, I went to my mate's wedding in Poland and came back to find the company out of business! Nice of the bosses to warn us, eh?

Anyway, to cut a long story short, I've spent a couple of months sorting some stuff out and re-going over the CCNA and MCSE stuff I did a couple of years back, but haen't yet had time to cover it fully. Only problem is, I've got an interview tomorrow and I don't know what to expect. As with everything you learn, only the stuff you use frequently sticks in your head. My head is full of the day to day runnings of a small network, but this job tomorrow is at a place with hundreds of users over dozens of sites.

Does anyone here work in 2nd Line for a large corporate, and can they enlighten me as to what sort of level it is, and the tech knowledge required? What are typical tasks in 2nd Line? I'm currently planning for the worst, so cramming as much tech knowledge into my head as I can. Ideal situation would be if I go in there and the questions are of the ilk of "user xxx has lost printer connectivity, can't access internet, what would you do? etc".

I've got good set of skills - very wide ranging compared to most. I'm just worried that I might be a jack of all trades, master of none, and if they ask me some in-depth tech stuff I'll flop. The fact that I'm totally uttlerly skint is putting even more pressure on me!

Any advice very much appreciated.

Cheers

mjn · 01-10-2007, 12:45 PM

Currently doing 2nd/3rd line support, after being out of work for 6 months. I never bothered to revise for interviews, as you could never cover enough material to cover all questions they could ask. They will more than likely just test your general networking knowledge, such as, "How many clients does a /24 network have? Or "After a server reboot, a manual route no longer appears to be working, how do you fix, and what could you do prevent it happening again?" Server side, you'll be asked, "How would you connect to a server remotely to peform an admin task?" or "why would you use RAID 1?"

matt_p · 01-10-2007, 1:04 PM

Thanks for that mjn. If it's questions like that I should be fine. Fingers crossed! Even if it all goes horribly wrong tomorrow though, it will still be good interview practice.

Cheers again

mjn · 01-10-2007, 1:08 PM

Obvisously, don't forget to arrive 15 before interview start, be smart, nice and confident.

Know who you're meeting with, do a little research on the company, and don't be afraid to ask them questions in the interview.

Steve.J.Davies · 01-10-2007, 1:15 PM

if they ask about the techno stuff just handle it as mjn posted. Do not be afraid of saying you don't know. B/s ing in an interview not a good idea. as long as you now enough and look like you will fit into the team then don't sweat it.
Big corporates run IT a bit differently than smaller companies - more process based, regular meetings, politics etc. having said that could name you a few big corporates who run their IT as a buggers muddle.

can you handle the pressure of having to support a downed system that costs millions per hour for downtime ? of course a lot of big corporates have high pressure cultures when the reality is somewhat different.

can you solve problems quickly (even when you don't know the answer 'off pat' ? Do you get to and resolve Root Causes. (some big corporates are rubbish at root cause analysis so may not be an issue..
they may want to know about your experience with formal problem management tools (trouble tickets) - then again they may not give a stuff.

If you get chance (early on is good but might not get a chance till towards the end of the interview) always good to ask why they are recruiting and what are their Delivery issues that cause the most pain.

Depending on who is interviewing you you can ask 'what are the top five causes of outages ' - but if it is a crap manager doing the interview who is responsible for fixing these outages that can get sensitive.

Be yourself and show willing. The fact that you ran all the ITy type stuff that you did shows that have safe hands (unless it was poor IT that drove them out of business

- joke). Fitting in and enough knowledge plus the right attitude do a long way. you will beat a guy with loads of knowledge who does not look like he will fit in or has an 'off' attitude.

Trick is you can never know exactly what they are looking for - being yourself gives you the best chance for them to make that assessment they need to.

be aware there are plenty of crap interviewers out there - sometimes you have to help them out a bit.
And if you don't get it it does not mean you have failed.
During the interview you may decide you don't want to go near the place anyway.

relax and have an open mind - no need at all for open bowels.

matt_p · 01-10-2007, 1:18 PM

Yep, I'm on that one already. Just had a haircut and suit is currently at dry cleaners. I'm going to have a shave too, and my brothers wedding day didn't even receive that honour!

I am generally confident, so hopefully I can work my charms and get a bit of a break. It's been a pretty bad-luck filled summer for me, so I think I'm about due something good!

The scope and size of the firm is a bit frightening though - but if I can just get through the interview, this job should give a massive boost to my career in general. Praying to God they don't ask me any advanced subnetting. That's what subnet calculators are for! It's the only thing I've ever really strugged with in my career so far.

FaxFan2002 · 01-10-2007, 1:19 PM

I've always asked (when doing the interview) what qualities can you bring to the job?

A couple of good answers - common sense & not afraid to ask or discuss a problem with other members of the team

Mr_Wistles · 01-10-2007, 1:26 PM

I always try to ask them as many questions as they have asked me and make it very obvious that I have loads of other opportunities on the cards even if I don't.

matt_p · 01-10-2007, 1:28 PM

Steve -

Thanks for your advice. I'm generally pretty good with pressure - being the only IT staff at my last place, all eyes were on me whenever anything went wrong, so I'm quite adept at investigating and resolving problems quickly.

Just done the ITIL v3 course, so I'm relatively up to speed on the infrastructure and process layout that will be used.

FaxFan - thanks for the tips! I'll make sure they're burned into my brain for tomorrow.

Cheers guys

matt_p · 01-10-2007, 1:32 PM

Quote:

Originally Posted by Steve.J.Davies

The fact that you ran all the ITy type stuff that you did shows that have safe hands (unless it was poor IT that drove them out of business

- joke).

No, nothing wrong with the IT! It was diabolical overhead management and... errr.. misappropriation of some funds by the management that did for that one.

Steve.J.Davies · 01-10-2007, 1:39 PM

ITIL ahh ITIL. Remember it is just a recipe book. Give the same recipe to Gordon Ramsey and to me and I know whose cooking you will prefer. many places talk ITIL up big time (regulatory reasons amongst others) but deliver appalling IT.

You know your V3 stuff so don't sweat it. You could always ask them if they have fully implemented etc etc. But as always be prepared for them to get on the defensive and ease them through it.

mjn · 01-10-2007, 1:40 PM

Quote:

Originally Posted by Steve.J.Davies

During the interview you may decide you don't want to go near the place anyway.

This happened to me a few months ago, did a good interview, but the place was devoid of any atmosphere. The building, the reception, was all very stale, even the people interviewing came across very bland and monotone and gave the impression it was misreable to work there.

mjn · 01-10-2007, 1:41 PM

You'll be asked about "change requests" though, i can gurantee that, and ticket queue systems.

Steve.J.Davies · 01-10-2007, 1:57 PM

Quote:

Originally Posted by mjn

You'll be asked about "change requests" though, i can gurantee that, and ticket queue systems.

Good point - a favourite question whether the company is good at change management or not.
Unauthorised changes frowned upon big time in most places (officially at least..).
Change - should be "controlled, responsive and predictable".
part of the Controlled thing is that you can back it out....

Marky1973 · 01-10-2007, 3:09 PM

I know nothing about IT (well a bit, but I don't work in it), but other comments about 'being yourself' and relaxing - are really important to remember - I got my current job over someone with more experience and qualifications because they thought I would have been more diplomatic working with the client group related to the post (GPs) - although perhaps the other person had just been themselves and that screwed it up for them?

Oh beggar, that is no use, sorry.......

anyway, forget my words of wisdom and best of luck!

addyb · 01-10-2007, 3:27 PM

I work in IT and have been on many interviews for various levels of roles and most of the time i have never ever been bombarded with bad technical questions. Just general IT questions that most home users would know!
Now im not saying this will be the case in your interviewers but with the way you will describe your last role etc, they should know that you can do your job from a technical point of view anyway. Most interviewers are more concerned about how you present yourself, conduct yourself and how you would fit into there overall team.

So as mentioned get there early, look smart and just be yourself. If anything comes up that you dont know the answer to (technical wise) just be honest as its a lot better than saying you do and then getting found out once you start the job. I have worked for Large IT corporations and more often than not you will be shadowing someone when you start anyway so you will soon be shown anything that you dont know.

Good luck!

matt_p · 01-10-2007, 3:51 PM

Thanks Mark and AddyB

Messages today have made me feel much more relaxed - I was getting very stressed last night and this morning!!! As you say AddyB, I am confident in what I know. Very confident - I had to be, because all previous IT matters led straight to me! It was just the scale of the potential new job worrying me - it's not massive in the big scheme of things, but still 20 or 30 times the size of my previous employer.

As you've all said, I'll just try to be myself. I'm a lovable guy really, hopefully they'll take to me!

Cheers all - I'll post with how the interview goes tomorrow lunchtime!

addyb · 01-10-2007, 3:55 PM

Quote:

Originally Posted by matt_p

Thanks Mark and AddyB

Messages today have made me feel much more relaxed - I was getting very stressed last night and this morning!!! As you say AddyB, I am confident in what I know. Very confident - I had to be, because all previous IT matters led straight to me! It was just the scale of the potential new job worrying me - it's not massive in the big scheme of things, but still 20 or 30 times the size of my previous employer.

As you've all said, I'll just try to be myself. I'm a lovable guy really, hopefully they'll take to me!

Cheers all - I'll post with how the interview goes tomorrow lunchtime!

To be perfectly honest i think you will find things a lot easier in a larger corporation. They have (at times) better policies put in place and there should be more help in place. I wouldnt worry about feeling out of depth. Its a big company so you will feel like that.

Im sure you will walk the interview!

FaxFan2002 · 01-10-2007, 4:03 PM

Forgot to say - best of luck!

Londondecca · 01-10-2007, 4:13 PM

It is always worth remembering that the interview is a two way process, they must like you to offer the job and you must like them to accept the job. Therefore you are also interviewing them.

Good luck

JUS · 01-10-2007, 4:51 PM

The mrs has been doing interviews for this type of job recently. It's funny the answers people give in interviews.

Mrs "what would you consider when ordering a laptop for a user"

interviewee "If it's a woman I'd buy a small lightweight one. A man I'd buy a larger more powerful one"

He said that to my mrs interviewing him!

I drop clangers but I'm not that stoopid

In my experience of interviewing for a large corp..I'm always keen to get a relaxed likable person with a professional attitude and good technical knowledge. If you don't know say you don't know and then ask what the answer is...that way you come across as interested and keen to learn

Good luck mate

Don't do speed b4 the interview like spud

matt_p · 02-10-2007, 10:43 AM

Bugger.

Bit of a nightmare time at the interview just now. Pick out the worst parts of all the posts in the thread so far, put them into one interview, and that was what I just had.

First of all, the environment was drab, dull, and everyone in the network room as I walked through looked one step away from suicidal. Started the interview and I didn't speak for at least 15 mins, was just talked to. Then straight into the technical questions...

Started off alright, but then got asked a couple of questions about OSPF, which is my weakest point as I never used it in a production environment. EIGRP and I would have been fine! I also find it very hard to reel off configs out of my brain, especially when I'm unfamiliar with it. I really need it in front of me.

Anyway, couple of questions I couldn't answer and then the nerves just totally got on top of me and my brain fell apart. I couldn't even answer the simple questions that I KNOW I know, it just all went to pot. I couldn't even manage to describe what Spanning Tree Protocol was!

I've never known my brain to shut down like that, so I really feel like I let myself down.

So, all in all, poor interviewer, poor environment, and a poor performance from me. But it's all experience, and this was my first job interview for 8 years so at least I'll be better prepared for next time.

Thanks to everyone for the advice. I really appreciate it, and I'm sure it will stand me in good stead for future interviews.

Cheers all! I'm off to play Halo 3 for a bit to unwind.

mjn · 02-10-2007, 10:45 AM

Don't get depressed, think of it as interview practice. But if people in there look suicidial already, you may have dodged a bullet there.

matt_p · 02-10-2007, 10:51 AM

I'm not feeling too down really - I'm annoyed at my performance, but I'll just make sure I'm better prepared next time. I can honestly hand on heart say that even if I played a blinder and was offered the job, I would most probably turn it down.

Money issues aside, I do want to be happy in my work, and I don't think I would have achieved that there.

Good practice though, as you say.

metalhead72 · 02-10-2007, 7:08 PM

I work for an international company as a DBA, We have been looking for a Application Suport/DBA for a couple of months now with no luck.. Its strange.. not a suitable person anywhere ?

MikeTV · 02-10-2007, 7:27 PM

Quote:

Originally Posted by matt_p

I'm not feeling too down really - I'm annoyed at my performance, but I'll just make sure I'm better prepared next time. I can honestly hand on heart say that even if I played a blinder and was offered the job, I would most probably turn it down.

Money issues aside, I do want to be happy in my work, and I don't think I would have achieved that there.

Good practice though, as you say.

Don't worry. I've messed up interviews just like that, and I am fabulously talented.

Seriously, you will do better at the next one! They always ask you to talk about your career, so just highlight those things you feel most comfortable talking about, and you'll often find that's all they have time to ask you about, and you will shine.

It is worth swotting up on any obvious holes in your knowledge. You don't have to mislead them about your experience, but it is worth knowing the basics/high level concepts. You'll feel more confident at interviews and less prone to embarassing pauses. But don't lie about your skills - they will appreciate honesty, but say something like "it's an area I have not had to deal with much, but I am eager to gain more experience - do you offer any training opportunites?" - see what I did there?

addyb · 03-10-2007, 7:55 AM

Quote:

Originally Posted by matt_p

Bugger.

Bit of a nightmare time at the interview just now. Pick out the worst parts of all the posts in the thread so far, put them into one interview, and that was what I just had.

First of all, the environment was drab, dull, and everyone in the network room as I walked through looked one step away from suicidal. Started the interview and I didn't speak for at least 15 mins, was just talked to. Then straight into the technical questions...

Started off alright, but then got asked a couple of questions about OSPF, which is my weakest point as I never used it in a production environment. EIGRP and I would have been fine! I also find it very hard to reel off configs out of my brain, especially when I'm unfamiliar with it. I really need it in front of me.

Anyway, couple of questions I couldn't answer and then the nerves just totally got on top of me and my brain fell apart. I couldn't even answer the simple questions that I KNOW I know, it just all went to pot. I couldn't even manage to describe what Spanning Tree Protocol was!

I've never known my brain to shut down like that, so I really feel like I let myself down.

So, all in all, poor interviewer, poor environment, and a poor performance from me. But it's all experience, and this was my first job interview for 8 years so at least I'll be better prepared for next time.

Thanks to everyone for the advice. I really appreciate it, and I'm sure it will stand me in good stead for future interviews.

Cheers all! I'm off to play Halo 3 for a bit to unwind.

That reminds me of an interview i went on years and years ago before i built my "interview knowledge" up. I had total brain freeze and couldnt answer things i know i could do in my sleep. I wouldnt worry about it. If you have a good skillset, which it sounds like you do... well you should easily be able to eventually get something you want. Earlier this year i went for an interview and everyone else there seemed miserable. During the interview i didnt get a good vibe at all from the place or people. I went home that night and got a phonecall offering me the job. I mulled it over for a while and then turned the job down as i didnt want to work in that kind of atmosphere. It was excellent money as well. Nowadays i have a job thats probably the least money ive ever been on but the work environment is brilliant. Everyone has a laugh and its so chilled out its untrue. I gladly take this over mega bucks anyday!

matt_p · 30-10-2007, 5:25 PM

Hi all,

Sorry to drag up an old thread. Just wanted to let you know I've got a job! Starting on Monday, as a Server Engineer at a pharmaceutical company.

Sort of mirroring the last post from addyb, the money is quite low - lower than I had set as my minimum, and £10k

less than my last job- but it seems like a great place to work. I knew I was overpaid at my last job though, as the place was a dump and people were paid to stay effectively, so the drop was expected.

New job is only a 5 min walk from my house, and has won a whole stack of Investor in People awards and Business of the Year type awards. Everything I've seen, from the building, to the HR people to my new bosses seems fantastic. Even the interviews were nice, relaxed and enjoyable conversations.

It really seems like the ideal job for me, and progression seems to be very achievable. There's even scope for travel around the world.

Just like to thank everyone for the help and advice given - a lot of it directly applied to the interviews I had for this job, and was hugely useful. And yes, I was asked about change management!

I'm so glad I fell on my face at that other interview - I've got a very good vibe about this job. Roll on Monday!

Thanks again all - you're all superstars.

kelvin · 30-10-2007, 5:37 PM

Congratulations on the job!

There's a lot to be said for feeling comfortable in the environment that you work - pleased you're getting good vibes from the very start! All the best in the new role!

stealther · 30-10-2007, 5:51 PM

Quote:

Originally Posted by matt_p

Hi all,

Sorry to drag up an old thread. Just wanted to let you know I've got a job! Starting on Monday, as a Server Engineer at a pharmaceutical company.

Sort of mirroring the last post from addyb, the money is quite low - lower than I had set as my minimum, and £10k

less than my last job- but it seems like a great place to work. I knew I was overpaid at my last job though, as the place was a dump and people were paid to stay effectively, so the drop was expected.

New job is only a 5 min walk from my house, and has won a whole stack of Investor in People awards and Business of the Year type awards. Everything I've seen, from the building, to the HR people to my new bosses seems fantastic. Even the interviews were nice, relaxed and enjoyable conversations.

It really seems like the ideal job for me, and progression seems to be very achievable. There's even scope for travel around the world.

Just like to thank everyone for the help and advice given - a lot of it directly applied to the interviews I had for this job, and was hugely useful. And yes, I was asked about change management!

I'm so glad I fell on my face at that other interview - I've got a very good vibe about this job. Roll on Monday!

Thanks again all - you're all superstars.

Congratulations.

A pharmaceutical company in Nottingham who could that possibly be!
When I worked for Big Blue I was seconded to them and I was always jealous of there holiday terms and conditions etc. Seemed a good company to work for best of luck.

PS I lived in Beeston until very recently is that where you live?