The problem is: Job recruiters and people who teach others to find jobs give HORRIBLE advice. They basically tell job seekers to spam the universe with their resume until someone magically sees it. The result might eventually get you a job, but it is very unlikely to get you a great job that's a great fit.
This is so bad for job candidates. What you're not doing is looking for that one perfect job where you can make friends, enjoy your work, grow professionally, and stay for a few years. Instead, you become a pain in the ass for people trying to hire - because 90% of your resumes go to places that would never hire you.
Disclaimer: I know it is super frustrating to find a good job. When times are bad it's very difficult and even more frustrating. But that doesn't mean doing the wrong thing over and over will find you a better job.
Here's what happens. I put out a standard ad for a service tech. Because of the bad advice they've been given, I get over a hundred resumes from people with no experience, SQL programmers, people seven states away, etc. In other words, these people have followed the bad advice and sent their resume to every ad that might remotely be related to what they actually want to do.
That puts the burden on me (or my admin) to screen through hundreds of resumes to find the handful that might actually be right for this job.
My Process for Hiring a Good Technician
Instead, I do all the filtering up front. First, I tell them straight up - Do not send a resume! Second, I give a thorough description of the job. The example below is from one of my coaching clients. I wrote it and am screening applicants for him.
I know it's hard to find a job. But I am looking for someone who will read that ad. That's someone who is serious and detail oriented. They're not spamming the universe.
Third, I ask them to send me a paragraph describing why they want the job. The instruction is, "Send 1-2 paragraph description of why you are passionate about technical consulting." Now, they may or may not be passionate about technical consulting, but if they submit a paragraph, at least I know they can write and follow directions.
In modern tech support (meaning since 1990), we need to use a ticketing system and put good notes in the system. Knowing how to install a motherboard is no longer a relevant part of this job. Knowing how to describe what you did is far more important.
Fourth, I send them an extensive "skills matrix" that lists the kinds of technology we use and asks them to rate their level of knowledge on this. It's not a test and it may not even be accurate. It is their own self assessment. I will still ask them to prove themselves along the way, but it gives me some sense of what they know and what they can do. You'd be surprised how many people admit they know nothing about anything related to the job!
Again, there's a huge filter there. Depending on the job environment, I might get 100 responses, 25 of which send a paragraph and are asked to send a resume. Of those, 10-15 will fill out the skills matrix. So instead of slogging through 100 applicants, I only look at the 10-15. And the best part is: I already know these folks care enough to jump through a few hoops, they can follow instructions, and they're actually interested in the job!
So if I'm willing to train, and they have some aptitude, I know I can turn them into great technicians. Plus, if I'm super lucky, I will find someone who turns out to be an awesome service manager or super star technician.
Some of the best technicians I ever hired were because of this process.
Here's that job ad.
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Sample Job Ad for Technical Support
Position: Level I/II Technical Support
Employment: Hourly - W2 - Full Time
Compensation: Starts at $20/hr. Will go up with experience and specific certifications.
Note: Please read through this ad and do not send a resume unless requested to do so. We will not look at unsolicited resumes.
Excellent opportunity for goal-oriented, independent, high-energy, knowledgeable IT Specialist with outstanding customer service skills.
We are looking for a top-notch field technician to join an established, nimble, fast moving team. Renowned for its superior technical skill and unrelenting dedication to its customers, this stable and long-standing company offers a secure position. A comprehensive compensation plan includes financial support for professional certifications, medical insurance, mobile devices, and mileage reimbursement/fuel allowance.
This position offers the chance to be an integral part of the strategic growth of the company and is ideal for candidates seeking to be part of a small and responsive team in a work-hard, play-hard atmosphere.
Daily activities require an individual to be capable of handling both routine and complex troubleshooting activities: working in office, utilizing remote diagnostics, or jumping in the car to head to a client's site. This is a critical, front-line position that requires interaction with customers, and rotational on-call hours.
Key Responsibilities include:
• Upgrading, migrating, and installing Windows Server
• Desktop support - Microsoft Windows
• Malware/Virus troubleshooting and resolution
• Running routine back-ups for network servers and desktops
• Installing and administering IPSEC and SSL based VPN networks combined with thorough knowledge of TCP/IP, DHCP, DNS, LANS, WANS and Routers
• Configuring, deploying, migrating and troubleshooting Windows Server, client PC, networking, printing, and related hardware and/or software issues
Desired Skills and Experience
• Two- or four-year degree in Information Systems, Computer Science, or related field
• CompTIA A+ Certification or a Microsoft certificate plus experience in lieu of degree
• Minimum of two years' hands-on experience in a business environment
• Prior experience directly supporting customers on-site or remotely
• Must be in good standing with DMV and have valid driver's license
• Ability to commute to customers in own vehicle (mileage reimbursement/fuel allowance)
• Pass a 7-year felony/misdemeanor background check and drug test
• Ideally the candidate will also have hands-on experience with hosted services such as Exchange and Office 365
• Experience with Autotask or another PSA very desirable
• Experience with remote monitoring and management services
• Good communication skills - with people and with writing service notes
Technology certifications are a PLUS, Microsoft or other.
• Must be able to stand or sit for extended periods of time
• Must have the ability to stand, sit, squat, bend, kneel, twist, crawl, reach, lift, balance, push and pull as required for an IT position.
• Must be able to lift 50 lbs/ frequent lifting and/or carrying objects weighing up to 100 lbs with assistance.
• Must be able to drive to client locations.
For the right candidate, there is tremendous opportunity to grow in this company. We are in a growth mode. That means it's a fast-paced environment and opportunities will grow as the company does.
We place a strong emphasis on Top Quality, Experience, and Customer Service.
- Do not send a resume until requested to do so. We will not look at unsolicited resumes.
To apply for this position, send the following in response to this ad:
- 1-2 paragraph description of why you are passionate about technical consulting
- We will send a technology self-assessment to people who stand out. Some of these people will be asked to submit resumes.
We are looking for a long-term employee who will grow with the company as we evolve into offering some new and very cool technologies. If you want to work on known technology and just collect a paycheck, you won't fit in here.
This position is in XXXXXXXXXX. Please only apply if you are in the XXXXXXXXXX area or plan to move to the area.
We are looking for someone who is willing to learn *our* way of providing top-quality customer support. You will learn great trouble-shooting skills and be exposed to a wide variety of network setup and internet operations.
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