If you haven’t heard, I took a great job at Novell doing internal helpdesk support. It’s a contract job with the possibility of being hired permanently. So far, the job’s been good. I see where Intel had really spoiled me in a few places. While I run down a few major differences, please understand I am not saying either way is better than the other. At Intel, when anyone gets hired on, there is a 2-3 week training program they must go through. The training includes the basics that anyone would need to be able to at least function in their role. At Novell, you get a brief run-down of how to create tickets and look up information. Then you get thrown in the water. Intel was running a huge majority of MS Windows computers. Novell is almost entirely Linux. I had some real brief experiences with Linux but nothing in depth and I certainly did not feel like I had any sort of grasp on it. If Novell had been primarily Microsoft, the lack of training would not have bothered me a bit. Again, don’t get me wrong, I love the challenge and for the last couple years I’ve really wanted to start learning Linux, but had no real reason to dedicate much time or effort to it.
Another difference I’ve seen is perhaps hard for someone who’s not worked in a helpdesk environment to understand. At Intel, the whole structure of the helpdesk was very established and well-ordered. There are first-level agents (taking calls), second levels (taking escalations from first-levels), third-levels (server operators, etc), and finally Product Owners. This is all very nice and orderly, however, sometimes this is more like the government and ideas and changes move very slowly. At Novell, it seems like we’re all of those. There are specialists that are most like product owners but where at Intel we’d have to send a ticket through all the levels to get to someone like that, at Novell, we just ping them on our IM. It feels more comfy to do that as well. You don’t have to wade through all the bureaucracy to get something accomplished.
Honestly, I feel like I will be fine and happy at Novell. I will keep applying for management or lead positions to make sure I get back on track with my career path. I’ll keep you updated with things.