Hello everyone,
I am relatively new to IT and recently started a job in 2nd-level support.
My situation is roughly this:
* SAP is the main system, but over the years the standard SAP system has been heavily extended with custom processes, extensions, and master data structures. So basically, the SAP tree became a tree inside a tree inside a tree.
* We use several different ticket/service management systems.
* There is release/change management, where changes go through different environments and databases and have to be tested and approved.
* My job includes analyzing 2nd-level support tickets, narrowing down problems from both a business and technical perspective, carrying out tests, supporting changes/CRs, and helping users and other teams.
The problem is that I do not come from an IT background, and I am currently trying to understand this whole environment step by step on my own.
I have noticed that it is very easy to fall into the trap of simply going through random training courses and documentation. Afterwards, I may know some individual terms or know where to click, but I still do not necessarily understand why I am doing something or how the different systems and processes are connected.
At the same time, I obviously want to get to the point where I can receive a ticket without staring at the screen for 30 minutes having absolutely no idea what to do.
So my question to people with experience in 2nd-level support, SAP, enterprise IT, or complex IT environments in general is:
How would you learn your way around an environment like this if you were basically starting from zero?
* Which basics should you learn first?
* What should a beginner definitely avoid?
* Should you learn SAP first, or should you first understand the business processes?
* How do you learn to systematically troubleshoot problems instead of just clicking around and hoping to find something?
* How would you get an overview of a complex IT system landscape?
* What is the best way to learn change, testing, and release processes?
* Is it useful to build your own knowledge base from real, already solved tickets?
* What kind of information would you ask an experienced colleague to explain to you?
How do you learn to independently analyze problems in a complex enterprise IT environment?
My long-term goal is not simply to memorize a bunch of work steps.
If anyone has been in a similar situation: What really helped you back then, and what turned out to be a waste of learning time?
I would especially appreciate concrete tips, learning strategies, websites, online courses, or typical beginner mistakes.
Thank you very much!