:I'm not quite sure what you mean by normal wikipedian, but I'll guess that you mean one who is not an administrator. The technical answer is yes, it is possible to be an OTRS agent without being an administrator, and I think there are some examples, but those examples tend to be editors with five years of experience and 50,000 edits who have chosen not to become an administrator. If you read , you'll see it is not an absolute requirement to be an admin or bureaucrat, but the "read between the lines" message is, you'll have to have a pretty impressive resume if not. 
 :I see that you have a little over a month of experience and 1000 edits here. do you have experience in other projects? My sense is that the expectation is years of experience, tens of thousands of edits, plus specific experience in areas such as the help des, or other areas which demonstrate how you deal with challenging situations. Ultimately, you can only become an agent by having enough regulars saying that you can be trusted.  I'm not sure whether I've fully answered your question, please  ask again if I haven't.