What are you tired of helping and educating people about because you know they'll just be ignorant anyway?
What are you tired of helping and educating people about because you know they'll just be ignorant anyway?
When it comes to dealing with advertisements when they're surfing on their browsers. I've just learned recently about how Google has or is killing UBlock Origin on the Chrome browser as well as all Chromium based browsers too.
We've heard for years about people complaining, bitching, whining and vice versa about how they keep seeing ads. And those trying to help them, keep wasting time to tell these people that they're surfing without extensions. Whether it'd be on Chrome or Firefox or another browser.
By this point, I've long stopped being that helper because if you cared at all about the advertisements you see, you would've long had gotten on the wagon of getting adblockers by now. You bring this onto yourself.
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Before calling support, turning your device off and back on again will legitimately resolve 90% of your issues.
If you call the helldesk and the uptime of your device is more than 24 hours and you said you already rebooted it how can we trust anything else you say?
Now, conversely, if you work in support, please ACTUALLY FUCKING LISTEN TO ME when I am telling you I've already done that 17 different ways, along with tons of other troubleshooting and isolating and I'm not a technical moron and I tried every possibility to avoid calling you so can we PLEASE SKIP THE USUAL BULLSHIT SUGGESTIONS?!?!?!?!
I hate it too but they don't because everyone claims they know what they're doing and they've already tried all that stuff.
99% of the time it turns out they haven't and that was the problem.
That's the difference from a good support tech and a bad one tbh. Bring able to gauge someone's tech literacy and taking in all troubleshooting done before is literally the first thing you should do. So many escalations I've received just has "had user reboot, had them disconnect and reconnect to network. Checked and device has no pending updates, sending to L3." in the notes. Half of the time a reboot really wouldn't do anything, and they really just needed to be added to an AD group (most of my tickets last week). I'm just glad I'm shifting out of support and more into projects.
Honestly, they can't. The way IT works is there's multiple levels. First level, second level, third level. Whenever anybody calls in, they get first level, which are usually either inexperienced people, new people, or people with no experience whatsoever, and they're all reading scripts. They're the gatekeepers for level 2, 3, and 4, the people who actually know what they're doing. It's because 99 out of 100 people don't know shit and it just needs to be restarted and they would clog up the time of people who actually know what they're doing and nothing would ever get done.
And if one of those level one guys accidentally lets through somebody who should have been taken care of by their script, they will get reamed the fuck out for wasting people's time who gets paid more an hour than they do a day.
If I was support, had a list to work through because my calls were monitored and recorded, and you were being a complete know-it-all asshole, I would walk through them as slow as possible, and repeat as many as I could plausibly get away with.
Because that's the actual job: following instructions from their boss, which means following their processes. Why would they deviate from that, and risk their job, for someone who's rude, and/or self-important?
As someone who's also technically competent and rarely calls support, when I do, I've never had to repeat the same steps 17 times, or even 3 times.
I let them tell me to turn off and on again, confirm it's done, explain why I need a level 2 support or escalation. Then they'll typically ask me one or two more questions, which I'll politely answer, reiterate my polite request for level 2, and they will escalate for me.
Because I rebooted it last week and still had the problem last week after rebooting and I was lazy about making a ticket.
tbf, I have rebooted my system and uptime didn't also reset. It appears that newer Windows has this "fast startup" feature. Pinky swear I told the truth.
Any proper it system will have that turned off because fast boot only applies to devices with spinning disks. If you have a SSD as your boot device there is no advantage to it.
Any proper it system
No True Scotsman would ever enable such a feature!
You are correct. However, I don't mess with my work computer and let the IT department manage it. Sometimes, they manage poorly.