I’m considered tech support for my team at work, their always saying things like “well you’re the Linux guy so you know how this stuff works”. And then I have to explain “I just use Linux, I don’t write the code, plus these are windows machines so it’s completely different issues, and lastly I just type the problem into Google read the results and then tell you what I read”
Them: well you are still tech support because I don’t know how to do that.
Me: wait you don’t know how to type into Google…no you know what fine, I’m tech support, tell management so I can get a raise.
Hi, former tech support (now cybersecurity) here. You /are/ tier one tech support. You handle it pretty much how they do, knowledge base documents and searching for solutions online. If things get really bad they might poke around directly and see if they can find a root cause before they escalate.
That doesn’t mean they can demand you do anything, but it does mean you shouldn’t underestimate yourself :)
Hey thanks. I had always heard the joke that the majority of tech support was knowing how to phrase Google searches, but thought it was a joke…I get the sense it’s more a funny fact.
Funny enough, I’ve done the poking around bit too, both in person and more commonly now remotely. And yeah nobody has demanded anything… so far, lol. If I’m busy, or just have no clue what they’re talking about, I just say that to them and tell them to call our outsourced help desk. So far everyone just drops their head and accepts my answer then makes the call and spends the next 2 to 3 hours deciding if they really need this job.
I’m considered tech support for my team at work, their always saying things like “well you’re the Linux guy so you know how this stuff works”. And then I have to explain “I just use Linux, I don’t write the code, plus these are windows machines so it’s completely different issues, and lastly I just type the problem into Google read the results and then tell you what I read”
Them: well you are still tech support because I don’t know how to do that.
Me: wait you don’t know how to type into Google…no you know what fine, I’m tech support, tell management so I can get a raise.
Hi, former tech support (now cybersecurity) here. You /are/ tier one tech support. You handle it pretty much how they do, knowledge base documents and searching for solutions online. If things get really bad they might poke around directly and see if they can find a root cause before they escalate.
That doesn’t mean they can demand you do anything, but it does mean you shouldn’t underestimate yourself :)
Hey thanks. I had always heard the joke that the majority of tech support was knowing how to phrase Google searches, but thought it was a joke…I get the sense it’s more a funny fact.
Funny enough, I’ve done the poking around bit too, both in person and more commonly now remotely. And yeah nobody has demanded anything… so far, lol. If I’m busy, or just have no clue what they’re talking about, I just say that to them and tell them to call our outsourced help desk. So far everyone just drops their head and accepts my answer then makes the call and spends the next 2 to 3 hours deciding if they really need this job.