I work in our service department myself (not as support tech though), but obviously, all tickets are supposed to go through 1st level. I don’t wanna be the dick skipping queue, so I did then one time I had an issue.
There’s a unique feeling of satisfaction to submitting a ticket with basically all the 1st level troubleshooting in the notes, allowing the tech to immediately escalate it to a 2nd level team. One quick call, one check I didn’t know about, already prepared the escalation notes while it ran. Never have I heard our support sound so cheerful.
My favorite little story was while working short-term at a company. Had some issues, did my normal troubleshooting steps and Google searches, identified what I felt the issue was and knew I wouldn’t have enough access to fix it. Reached out and got a response “Blah blah blaaah schedule blah blah Remote-In.”
Later on he sent me a message and remotes into my computer. I take control quick, open up notepad, and type out “Hi!”
To this day I swear that little show earned me more difficult fake phishing attempts. Which I mention because he specifically told me one day he had experience in the information security sector. Lo’ and behold!
I work in our service department myself (not as support tech though), but obviously, all tickets are supposed to go through 1st level. I don’t wanna be the dick skipping queue, so I did then one time I had an issue.
There’s a unique feeling of satisfaction to submitting a ticket with basically all the 1st level troubleshooting in the notes, allowing the tech to immediately escalate it to a 2nd level team. One quick call, one check I didn’t know about, already prepared the escalation notes while it ran. Never have I heard our support sound so cheerful.
My favorite little story was while working short-term at a company. Had some issues, did my normal troubleshooting steps and Google searches, identified what I felt the issue was and knew I wouldn’t have enough access to fix it. Reached out and got a response “Blah blah blaaah schedule blah blah Remote-In.”
Later on he sent me a message and remotes into my computer. I take control quick, open up notepad, and type out “Hi!”
To this day I swear that little show earned me more difficult fake phishing attempts. Which I mention because he specifically told me one day he had experience in the information security sector. Lo’ and behold!
One should never skip dicks in the queue. It’s rude and they’ve been waiting.
If someone sends a bug report with minimal effort and expects me to fix I’ll skip their report unless I have nothing better to do.