Your first 90 days in an IT support job

Most network and security engineers started on a help desk: resetting passwords, fixing printers and calming people who could not join a meeting. It is a brilliant place to learn, if you use it well. Here is a practical plan for your first three months.

Days 1 to 30: learn the place, not just the tools

• Learn the ticket system properly. How tickets are logged, prioritised, escalated and closed is how your work is judged.
• Find the documentation. Where are the network diagrams, the how-to guides and the list of who to call? If something is missing, note it.
• Learn the people. Who looks after the network, the servers, Microsoft 365, the phones? Knowing who to escalate to saves hours.
• Ask good questions. Before asking, write down what you tried and what happened. Seniors are happy to help someone who has already done the first steps.

Days 31 to 60: become reliable

Trust in support comes from small, boring things done well:

1. Update every ticket with what you did and what you found, even when you did not fix it.
2. Follow up when you said you would. "I have not solved it yet, but here is where I am" is far better than silence.
3. Use a method. Start at the bottom: is it plugged in, does it have an IP address, can it reach the gateway, does DNS work? Our essential network commands and no-internet playbook are the checklist.
4. Write down repeat fixes. If you solve the same problem twice, turn it into a short guide for the team.

Days 61 to 90: look one level deeper

Once the daily work feels familiar, start asking "why does this keep happening?" A printer that drops off the network every week might be a DHCP lease problem; slow Wi-Fi in one room might be channel overlap. Fixing the cause, not just the symptom, is what gets noticed. Volunteer for small projects: replacing a switch, setting up a new office, documenting the network.

Keep learning on the side

An hour a few times a week adds up fast. Pick one goal, such as CCNA, Network+ or Security+, and use your daily tickets as examples. Our free study planner builds a weekly plan to your exam date, and Cisco command practice lets you rehearse commands on your lunch break.

Look after yourself

Support can be stressful: people are often frustrated when they call. Remember their frustration is with the problem, not with you. Take your breaks, keep notes so you can switch off at the end of the day, and celebrate the fixes. For your next step, see writing your first network job CV and the career paths.