Matt/ November 28, 2017

There is a key to being successful at just about any IT job: Stop just doing work, and start understanding what you’re doing. Might seem like an odd thing to say right? But this is something that I have seen confuse engineers at earlier points in their careers.

In a lot of jobs, the initial training you receive is fairly straightforward. You are usually taught how to respond to a task by following a series of steps to get an intended result. Training like this is great – It helps to achieve consistency and efficiency. You bring in any new person and give them the exact same troubleshooting steps, implementation steps, and/or validation steps – and you’re likely to get a similar result every time.

This is the point where I have seen far too many people stop though. They are happy with doing their job, and don’t necessarily want to progress their career or maybe they don’t know how. These engineers will continue to produce decent work at the quality that they were taught at. Even for those who try and progress further (maybe through certifications or otherwise), there is a difference between learning new technologies/concepts and truly understanding them. For some people out there, having this basic level of skill is all they really want – and if that’s their goal in life, then this type task-based knowledge is perfect. But if you really want to master the domain of technology that you are interested in, then you need to put forth the time and effort into gaining that understanding.

For me, a true understanding of a technology means that you’re able to speak confidently about how something works, abstract concepts to apply to similar products, and mentally walk though how the technology might handle a given situation.

Let me provide an example or two that might help to frame this a bit better. Given a particular network, an engineer might know that for traffic to get from point A to point B, it travels through two firewalls. Every time there is a new request to permit a new traffic flow, that engineer knows that they must make a configuration change to one or both of those firewalls to allow that traffic through. However, to this engineer, the inner workings of that firewall are a complete mystery. The firewalls are complete black boxes which take in traffic through one interface and spit it out another. So when there is a technical issue within the firewall appliance, they may be extremely limited in their troubleshooting abilities – and they may have no choice but to call the vendor for support.

Another engineer who has a deeper understanding of how firewalls work might see the problem differently. This engineer knows that for every packet received, the firewall follows a specific flow of processing. That flow could include any number of things, including NAT, routing, firewalling, IPS, VPN, etc. This engineer knows which order those things get processed and what effects those processes can have on the traffic. So when we have a technical issue with this firewall appliance, this engineer may be able to mentally walk though the packet flow/processing and determine where the problem may be – sometimes without even looking further than general log files.

Another example is something that I see quite often. An engineer is asked to implement something – let’s say a new port configuration for a server. They follow their known process for implementing this change, but something doesn’t quite work right. So they change settings or maybe delete the entire port configuration and start over – but eventually they get it working. They don’t know why it didn’t work the first time, or what caused it to work the second time – but it works now, so they aren’t concerned with it. However, it’s possible this engineer ends up running into this same problem more than once. The ideal step here would be to step back and look at what was different between the original configuration and the working configuration. Maybe there is an additional command in the original configuration which seems suspect – a quick search of the internet could turn up an explanation behind why that command was preventing the port from working as expected. After that research, that engineer would not only know why their configuration didn’t work – but now they know what that command actually does, which could be beneficial in a future scenario.

As I briefly mentioned earlier, not all IT admins or engineers are concerned with gaining a significant level of understanding. There are those who want to come to work, get their job done, then go home to their families – and there is absolutely nothing wrong with that. For me personally, I can’t handle running into a problem and not knowing exactly what the cause was. An issue that “fixes itself” is never an acceptable answer to me, because if something caused the problem once then it can certainly happen again. I don’t enjoy having to blindly configure an option on a system without knowing what’s going on in the background. Some people might call me crazy, but this seems to be a skill/trait shared by many higher-level engineers I have worked with.

So how do you get to a point where you really understand a system? For me, it’s been a lot of playing in labs, reading vendor documentation, and not settling until I feel like I can speak confidently to how something works. I never feel truly comfortable in a new company until I can mentally walk through every device a packet touches from source to destination – and know which devices configs/routes may have an impact on that flow. Any time there is a problem with something, I spend time digging into it until I know what caused it – even if the problem is only momentary and goes away. Not only do I then understand why the problem happened, but I also learn how to quickly identify similar issues again.

Especially if you’re still in the beginning stages of your career, I can’t stress enough how important it is to understand the technologies you’re responsible for. Take the extra time and study it, play with it, break it and fix it again. Know how things work and what their behaviors are under different conditions. Don’t settle for “It just works because it does”. One of the key skills I’ve seen in engineers who truly understand their domain of technology, is the ability to abstract concepts to apply to other systems. Someone who has a deep understanding of routing and switching technologies might prefer to work with a certain vendor, but given any router/switch they can make it work.

Have you worked with anyone who you think has a great understanding of what they do? What other skills or traits do they display that makes them successful? Comment below!

About Matt

Cisco certified since 2007 with a wide variety of IT and networking experiences. Just looking to share a bit of my own knowledge and experiences – the type of things I wish I would have known when I started my career.

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