IT operations vs. IT support: which career path is right for you?

When you’re just starting out in the IT world, the various roles and job opportunities available can be overwhelming. Though your objective skill set and expertise may mean, in theory, you’re a suitable candidate for a whole host of positions, what kind of job is right for you? If you’re weighing up between IT operations and IT support, you’re in the right place. In this article, we break down the key roles, responsibilities and characteristics of both roles so that you know what you should be looking for.

What is IT operations?

Working in IT operations involves managing and supporting an organization’s entire IT infrastructure. IT operations teams play a crucial role in ensuring that IT services, systems, and networks all run smoothly and efficiently.

Typically ITOps are responsible for:

• Infrastructure management and maintenance. This includes maintaining all IT assets (hardware and software), restoring systems after outages or updates, backing up data, and optimizing performance. IT operations also oversee network performance at all times.
• Network administration. Overseeing activities across networks and monitoring real-time performance.
  Security management. Managing the organization’s cybersecurity framework, including compliance matters and patch deployment.
• Device management. Managing all IT assets such as laptops and other devices, including updates, patches, and upgrades.
• Incident management and mitigation. Strengthening cybersecurity infrastructure, minimizing downtime during incidents, and addressing network vulnerabilities.
• Digital transformation and system development. Innovating and modernizing the organization’s IT infrastructure by deploying new software, hardware, and cloud solutions.

Why ITOPs?

IT operations play a critical role in maintaining a stable IT environment, which is fundamental for supporting business activities. It offers the opportunity to define how an organization operates from an IT perspective and involves a diverse range of responsibilities. Additionally, overseeing digital transformation projects is an exciting aspect of this role.

What is IT support?

IT support focuses on assisting end-users with organizational technology, including hardware and software. IT support professionals guide users through setup, installation, configuration, and troubleshooting problems in real-time.

IT support may offer in-person or remote assistance and can be divided into first-line and second-line support. First-line support addresses general issues, while second-line support handles more specialized or complex problems.

Generally speaking, IT Support help to:

• Offer support. Helping end-users directly with anything they need assistance with in regards to their device or software.
• Optimize network performance. Installations, configurations and maintenance of organizational networks.
• Onboard new users. Set up their accounts, walk them through set-up and installation.
• Implement and deploy new systems, software and hardware.
• Maintain and strengthen security. Helping to strengthen organizational cyber-security infrastructure against cyberattacks.
• Maintenance. IT Support helps to physically maintain organizational devices, as well as keep track of performance to mitigate against avoidable down time.

Why IT support?

IT support is a people-facing role that requires both technical knowledge and the ability to troubleshoot and resolve issues quickly. It is essential for maintaining business operations despite technical problems and serves as the first point of contact for end-users facing issues. Like IT operations, IT support is varied, with each day offering new challenges.

How to choose your IT career path

Ultimately, the choice between IT Ops and IT Support is subjective and will come down to what you’re looking for in your IT career. Both roles offer diverse experiences and are crucial to business operations. If you enjoy working directly with end-users and resolving issues, IT support may be a better fit. Conversely, if you are interested in shaping an organization’s IT infrastructure and leading digital transformation, IT operations might be the right choice.

Both roles provide transferable skills that can help you advance in your IT career. Consider what excites you most and aligns with your long-term career goals as you make your decision.

Conclusion

Choosing between IT operations and IT support ultimately hinges on your career aspirations and personal interests. Both roles are vital to the smooth functioning of IT systems within an organization, each offering unique opportunities and challenges.

IT operations provide a broader scope of responsibilities, from managing infrastructure and ensuring cybersecurity to leading digital transformation projects. This role suits those who thrive in strategic, high-impact environments and enjoy shaping the future of IT within an organization.

On the other hand, IT support focuses on delivering direct, hands-on assistance to end-users, ensuring that daily tech-related issues are swiftly resolved. This role is ideal for those who excel in problem-solving and have a passion for helping others navigate technology challenges.

Both paths offer valuable skills and experiences that can set the stage for a successful IT career. By aligning your choice with your strengths and career goals, you can find a role that not only meets your professional needs but also fuels your passion for technology.