I.T Job - abbreviations

mrbell1984 said:
I'm second line support and sometimes I try for days to fix problems. I escalate them to be told to keep trouble shooting just because they don't want to fix the problems or can't be bothered.

When I'm asked why it took so long I say because I was troubleshooting then normally they say 'well why didn't you escalate it' ... boils my blood.
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Do you not have a manager to discuss this with? Do you have a proper service desk where escalation of tickets are audited and SLAs are defined etc?
 
I have no issue with people escalating if they have tried to investigate an issue and have come to the end of what they can do ... then I'll sit with them (physically or virtually depending on where they are) and we'll look through the issue as I think it's important that they know the solution and how to diagnose it for the next time they see it

... but I do have an issue with people escalating when they haven't even tried to look into things themselves (the last time was someone who wanted know the pre-reqs for doing something where the exact details were in the product documentation and even linked to directly from our internal documentation ... which they hadn't been bother to read).
 
mrbell1984 said:
I'm second line support and sometimes I try for days to fix problems. I escalate them to be told to keep trouble shooting just because they don't want to fix the problems or can't be bothered.

When I'm asked why it took so long I say because I was troubleshooting then normally they say 'well why didn't you escalate it' ... boils my blood.
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In balance with my previous statement I wouldn't want 2nd line spending days fixing something 3rd line could fix in an hour either.

1st/2nd line are before my teams, but I would expect 1st line to have reasonable FTF% in balance with call duration SLA. 2nd line get ~30 mins to respond to an incident escalated to them with ~4 hours to investigate. After that it is passed to 3rd line where it stays unless it proves particularly complex and is likely to involve vendor assistance. Only then does it go to 4th line.

The complexity is important. 2nd line shouldn't sit on calls for a long time, but nor should they pass easy incidents over. Easy incidents should be fixed well within the timescales given.
 
memyselfandi said:
Not entirely true ... I know plenty of third line Unix/Linux support people who know next to nothing about AD, GPO or SCCM beyond what the first one stands for ... but they don't need to as it's outside their specialist areas. Just because something is obvious if you work in one part of the industry doesn't mean it is in another part.
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Your telling me you know third line Unix support that doesn't know what AD is?
Calling bull on that one. He may not know how to use it but if he doesn't know what it is then i doubt he's really third line.
 
dfarrall said:
Your telling me you know third line Unix support that doesn't know what AD is?
Calling bull on that one. He may not know how to use it but if he doesn't know what it is then i doubt he's really third line.
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No, read what I said ... they know what "AD" is ... they don't necessarily know anything about it or the other items listed. They haven't been in a situation they particularly need to as their supported systems don't talk to AD. They're only usage of AD will be as domain users when they log on to their work laptop.

GPO and SCCM ... I wouldn't be surprised if most of them didn't know what they are as they're are probably not terms they have come across in the same way as I wouldn't expect a Wintel guy to know how to set up an Ignite or NIM server nor how to configure auditd in a secure manner.
 
Gilly said:
In balance with my previous statement I wouldn't want 2nd line spending days fixing something 3rd line could fix in an hour either.

1st/2nd line are before my teams, but I would expect 1st line to have reasonable FTF% in balance with call duration SLA. 2nd line get ~30 mins to respond to an incident escalated to them with ~4 hours to investigate. After that it is passed to 3rd line where it stays unless it proves particularly complex and is likely to involve vendor assistance. Only then does it go to 4th line.

The complexity is important. 2nd line shouldn't sit on calls for a long time, but nor should they pass easy incidents over. Easy incidents should be fixed well within the timescales given.
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This....

2nd line shouldnt be left with tickets for days on end but they do need to make an effort before engaging 3rd line.
 
memyselfandi said:
No, read what I said ... they know what "AD" is ... they don't necessarily know anything about it or the other items listed. They haven't been in a situation they particularly need to as their supported systems don't talk to AD. They're only usage of AD will be as domain users when they log on to their work laptop.

GPO and SCCM ... I wouldn't be surprised if most of them didn't know what they are as they're are probably not terms they have come across in the same way as I wouldn't expect a Wintel guy to know how to set up an Ignite or NIM server nor how to configure auditd in a secure manner.
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Then read what i said in my OP, if you don't know what AD is then your going to be a first line whatever sector your in. I'd be surprised if your Unix guys didn't know a fair bit about windows too, but probably not vice versa.
Fairly obvious OP doesn't have the quals for the job if he doesn't know that it is, let alone GPO + SCCM anyway.
 
ubern00b said:
Do you not have a manager to discuss this with? Do you have a proper service desk where escalation of tickets are audited and SLAs are defined etc?
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Yep & Yep but not going to go into any more detail here. :)

Gilly said:
In balance with my previous statement I wouldn't want 2nd line spending days fixing something 3rd line could fix in an hour either.

1st/2nd line are before my teams, but I would expect 1st line to have reasonable FTF% in balance with call duration SLA. 2nd line get ~30 mins to respond to an incident escalated to them with ~4 hours to investigate. After that it is passed to 3rd line where it stays unless it proves particularly complex and is likely to involve vendor assistance. Only then does it go to 4th line.

The complexity is important. 2nd line shouldn't sit on calls for a long time, but nor should they pass easy incidents over. Easy incidents should be fixed well within the timescales given.
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The problem is sometimes they are not easy even though they appear easy. One rule for one and another rule for others... you get my drift? :P
 
I know a little bit about active directory and group policy, but I must admit that it's the first time I've seen them written as acronyms and wouldn't have known what they stood for until I scrolled down this thread.
 
platypus said:
AD, GP and SCCM in particular take about 15 minutes to learn. However, experience is another matter.
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SCCM is a huge product, we have senior technical consultants who have spent years specialising specifically in it, and are paid very large salaries as a result.

15mins, <3 Ocuk
 
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