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You're right, level 1 tech is for weeding out the people who claim to know what they're talking about, and 99.99999% of the time most people fall into this situation. And when my problem has been a "my service is down" I've opened a ticket and left it at that till it's fixed. And I have been in their situation (a long time ago), but I'm not trying to be their friend, I'm trying to get a problem fixed. For the rare cases where it has been a system wide problem, I have forced my way to the right people to get the problem fixed faster. There's no sense explaining routing or other type of problems to a level 1 tech that's going to try to walk me through some flowchart script which doesn't apply to the problem I've called about. Then having them open a ticket and wait for 100's or 1000's of other complaints to come in for the network or system engineers to finally look into the problem. Think of it this way, if there is a system wide problem I can do two things. Either sit around and do nothing because it's not my company so why should I help them. Or offer to help. And when I have I've been thanked for me taking my time. Back in the day when I was at a local ISP (when most of the ISPs were local), we knew every other network and system admin in our area and called them when we knew of internet wide or Tier1 ISP wide problems and they called us. Even though we were competitors. Everyone helped each other out. Matthew Shields Sr Systems Administrator NameMedia, Inc. (P) 781-839-2828 mshields at namemedia.com http://www.namemedia.com -----Original Message----- From: Matthew Valites [mailto:matthew.valites at webex.com] Sent: Tuesday, September 26, 2006 3:26 PM To: Matt Shields Cc: markw at mohawksoft.com; Jeff Kinz; discuss at blu.org Subject: Re: Comcast, Firefox, google, youtube > Maybe it's just my attitude, but I won't put up with they're attitudes > or their policies of dealing with Tech Level 1. In cases like this > where they are having a network wide problem and I'm trying to help them > I've always been escalated to the network team. I also don't waste my > time trying to explain to them what I've found out, I make it very clear > that they are wasting everyone's time by not putting me in touch with > who they need to. > Have you thought about from the tech's level? Think of how many people claim to know what they're talking about and ask to get escalated to the next level of support. Most of the first tier support procedures are so simple that if you actually follow them, it won't take more than 5 minutes. I've had support escalate problems to me because the client claimed they knew what they were talking about when in fact they didn't, and our first or second line of support could have solved their problem easily. This actually just happened earlier this week. Tech Level 1 isn't meant to do anything more than filter out 95% of the problems that people encounter. ~Matt -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.
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