*facepalm*

[Casdawer]

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*

 

[Casdawer]

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

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.

 

[Casdawer]

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

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?

So the 2nd Line Team consists of less than 10 people and we all have roles with that team.

We have a BAU role who deal with the Incidents being passed from the Service Desk.

We have a Maintenance role that deals with Change Management and fixing broken servers.

We have a Request role that deals with user access, printer creation, DNS/DHCP changes.

And then we have the AV role and that involves looking after 25,000+ Desktops, Servers, Laptops & Tablets. And yes, it's an ALL DAY task.

 

[Casdawer]

Sounds massively inefficient to have someone spending all day managing AV on end user devices (you aren't looking after over 25k devices, this isn't your CV lol). What is it you are using for managing the AV on devices?

Managed properly centrally and with automation you should barely need to even touch anything to do with AV let alone sit and do stuff with it all day. I can't think what you are doing all day with AV?

We're using SEP (Symantec).

So I investigate all WS.Reputation faults, Trojan alerts etc.. (we do get quite a few)

I also fix clients where modules / components have malfunctioned and require repairing and/or reinstalling.