facepalm

Casdawer · 5 Oct 2016 at 16:53

So, I work in IT Infrastructure Support providing 2nd Line Support and I'm mostly responsible for maintaining our Anti-Virus software.

Today, I was helping out the 2nd Line BAU Team with the Incidents they have in their queue and came across a fault that's been passed from the 2nd Line Team to the Desktop Support Team constantly for almost an ENTIRE month with no one finding a solution and the usual 'remove application and reinstall' response and "I don't know what to do, you look at it".

So I take a quick look at it, open up the ol' Google and within 5 seconds I find the fix. :rolleyes:

I call the guy and 5 minutes later and he's up and running.

Anyone who works in IT knows that if you have an error message, the first thing you do is Google it! (if you don't know what it means)

*facepalm*

Sliver · 5 Oct 2016 at 16:58

Google is like cherry pie.

Fubsy · 5 Oct 2016 at 16:58

Good proper 1st line is sometimes hard to come by. Some guys on 1st line though are great, but the ones like your experience above are the ones that stick in the memory and really make you despair.

LizardKing · 5 Oct 2016 at 17:03

Casdawer said:
Anyone who works in IT knows that if you have an error message, the first thing you do is Google it! (if you don't know what it means)

*facepalm*

If people learnt to goggle my work load would be almost half the size and almost certainly out of a job!

Let them continue being oblivious to the wonders of Google imo

Ste · 5 Oct 2016 at 17:23

First line is about following a script, not making autonomous decisions based on what google spits out

nine_tails · 5 Oct 2016 at 17:39

Googling should be a skill acceptable on CV.

Hiijinx · 5 Oct 2016 at 18:21

nine_tails said:
Googling should be a skill acceptable on CV.

Indeed yet I am still judged by my accomplishments of my 16 year old self!

Hades · 5 Oct 2016 at 18:40

My facepalm yesterday was being copied on this email...

"Hi team. We are unable to get a reply from you. Kindly revert with your hotline number so we can call you instead"

Bonjour · 5 Oct 2016 at 19:30

I know Google-Fu

Caged · 5 Oct 2016 at 19:30

Why are you on second line if you are competent?

Edit: And where do you work that looking after AV is a full-time role?

Captain · 5 Oct 2016 at 19:51

How do I get a job using Google to fix problems and act superior while doing so?

Soundood · 5 Oct 2016 at 20:02

nine_tails said:
Googling should be a skill acceptable on CV.

it is, I sat the free course Google did a few years ago on advance searching

I have it on my CV among other course attended.

Casdawer · 5 Oct 2016 at 20:24

Clov!s said:
How do I get a job using Google to fix problems and act superior while doing so?

There is a difference between acting superior and being superior

Caged said:
Why are you on second line if you are competent?

Edit: And where do you work that looking after AV is a full-time role?

I'm on 2nd Line because that's where I am at the moment, I'm hoping to be moving up in the next few months or so.

I can't say, but ALL businesses should take their Anti-Virus seriously and it should be monitored daily.

Rilot · 5 Oct 2016 at 20:43

If people could Google things I wouldn't have a job.

Worthy · 5 Oct 2016 at 20:49

2nd line... infrastructure support? Infrastructure support, yet a separate BAU team? Antivirus a full time job? None of this computes!

nutcase · 5 Oct 2016 at 21:16

Google saves my bacon most days :cool:

Pawnless Endgame · 5 Oct 2016 at 21:24

I was a 1st line tech for a few years, and even to me Googling was bleeding obvious. Well, other search engines too, because Google was still quite new when I started

You could also look for answers on the MS knowledgebase, news groups, Yahoo Answers etc.

mrk · 5 Oct 2016 at 22:05

Casdawer said:
So, I work in IT Infrastructure Support providing 2nd Line Support and I'm mostly responsible for maintaining our Anti-Virus software.

Today, I was helping out the 2nd Line BAU Team with the Incidents they have in their queue and came across a fault that's been passed from the 2nd Line Team to the Desktop Support Team constantly for almost an ENTIRE month with no one finding a solution and the usual 'remove application and reinstall' response and "I don't know what to do, you look at it".

So I take a quick look at it, open up the ol' Google and within 5 seconds I find the fix.

I call the guy and 5 minutes later and he's up and running.

Anyone who works in IT knows that if you have an error message, the first thing you do is Google it! (if you don't know what it means)

*facepalm*

This secret is to be kept within the team ranks only. Can't let those pesky higher ups find out, nor the ground level riff raff who would take advantage of such powers.

robgmun · 5 Oct 2016 at 22:08

Bonjour said:
I know Google-Fu

Caged · 6 Oct 2016 at 01:13

Casdawer said:
There is a difference between acting superior and being superior

I'm on 2nd Line because that's where I am at the moment, I'm hoping to be moving up in the next few months or so.

I can't say, but ALL businesses should take their Anti-Virus seriously and it should be monitored daily.

Well yeah but I can't imagine looking at AV being a full-time position. I'm also confused at having a support team and a BAU team, each with multiple tiers, but the company isn't large enough that the role of looking at AV isn't one tiny element of an infosec team rather than being something that a 2nd line support guy does.

As Worthy said, it makes no sense. Do you have an IT director who just likes employing people and the business goes along with it?

*facepalm*

I haz 4090!

facepalm