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DelphiAegis posted:That actually reminds me. My manager forbids me from closing a ticket and ignoring it (to a point). If I resolve and the author comes back with a question or problem, it's my job/direction to answer it or reopen the ticket if something else needs to be done. In my job I review a lot of escalated issues or am asked to take over a ticket because someone is screaming for a fix. I know this isn't your fault but it bothers me to no end because if there are multiple requests in and old ticket with lots of events, it is confusing as hell as to why the real problem is. Like the subject might be "can't send email" but then you last at the last few inbounds and its talking about browser authentication issues. My rule is 1 issue, 1 ticket. If I have to work with Dev or escalate it, the issue is clear. If a separate issue is encountered while you are working on one, open a new ticket. If a opening a new ticket is too much effort for the user then it must not be a problem.
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Jun 9, 2020 12:55
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Hahahaha holy poo poo. I'm a consultant at [Software Company] and my customer is interviewing someone with [Software] on their resume and has asked me to sit on the interview and be a picky hardass about techincal knowledge. I feel bad for them - that would be absolutely terrifying.Submarine Sandpaper posted:Change his keyboard to a euro layout and tell him it still works; he'll just have to work around it. Lock that poo poo with a local GPO. This, except Dvorak.
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Jun 9, 2020 16:40
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More layoffs today. 2 help desk\onsite people and our security guy. One of the help desk guys was our loveable dipshit who was hopelessly inept at life. We are all going to miss him dearly. I imagine the security duties will be passed on to me. I love coronavirus making it so I'm fearful of my job and get more poo poo thrown on with no increase in pay!
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Jun 9, 2020 21:37
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A small division of my company has decided its going to be its own company. They are taking the assets they currently use and putting them on their books. They are also setting up their own cloud subscription for email and infrastructure. They made this decision without fully understanding the costs or the manpower needed to completely starting from scratch. This is a company whose entire product is dealing with private health information isn't prepared to fund basic office 365 security features.
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Jun 9, 2020 23:28
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They'll just have to find a MSP like mine that completely overreaches but has TWO insurance policies.
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Jun 9, 2020 23:35
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Sickening posted:A small division of my company has decided its going to be its own company. They are taking the assets they currently use and putting them on their books. They are also setting up their own cloud subscription for email and infrastructure. They made this decision without fully understanding the costs or the manpower needed to completely starting from scratch. this happened but in reverse at an old place of work where there was a merger and we inherited all of the other companies infrastructure, they basically said "we need you to keep all of it, it's critical to our business, no you can't replace it with anything you already run that won't work" spoilers: it was an absolute shambles and they basically wanted to keep their autonomy but have us manage and babysit it all
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Jun 9, 2020 23:51
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Submarine Sandpaper posted:They'll just have to find a MSP like mine that completely overreaches but has TWO insurance policies. If they can't afford office 365 DLP they can't afford an MSP. They also asked me to create security policies, a current security assessment, and create them a security roadmap from scratch by Friday. Needless to say, I laughed.
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Jun 9, 2020 23:59
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my employer went through a similar process 4-5 years ago. The divisions that spun off are wholly-owned, and we just act as their msp, subsidizing some of the costs. The end result is that we support them the same as our regular users, but accounting has to do some acrobatics to figure out their costs every year.
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Jun 10, 2020 00:06
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Sickening posted:A small division of my company has decided its going to be its own company. They are taking the assets they currently use and putting them on their books. They are also setting up their own cloud subscription for email and infrastructure. They made this decision without fully understanding the costs or the manpower needed to completely starting from scratch. As I started reading this I thought to myself "ah that's cool, I'm technically in my own company compared to my parent company with our own cloud subscription - nice to know other people have such rigmaroles in their lives" then I got to the end and lol'd - we do it because we handle sensitive government info but we also do it very properly and take on all the costs of doing so. In fact we are fighting the parent company to make sure our cloud renewal goes through because they always forget we have our own stuff and leave us out of the bill process heh.
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Jun 10, 2020 12:30
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I was listening in on a lecture, an introduction to Linux, when the lecturer discussed text editors and recommended emacs. I had to step in later and rescue a few students from the iron grip of emacs because they didn't know how to escape. The lecturer actually recommended opening a second shell and killing the process.  I was not disappointed. Made a note: join a few more lectures to help people along because this is deeply amusing to me. (I recommended they use nano instead or just edit from a GUI. It's no longer the 90s jfc)
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Jun 10, 2020 13:15
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Antigravitas posted:I was listening in on a lecture, an introduction to Linux, when the lecturer discussed text editors and recommended emacs. I had a lecturer in a functional programming course that always used vim, but he only used commands for saving and/or exiting files, he used insert mode for literally everything else, so it took him ages to navigate in files or change code.
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Jun 10, 2020 15:30
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sunaurus posted:I had a lecturer in a functional programming course that always used vim, but he only used commands for saving and/or exiting files, he used insert mode for literally everything else, so it took him ages to navigate in files or change code. My coworkers are really good at using vim and do really cool stuff with the text editing stuff, I just shrug and use nano because aint nobody got time for that.
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Jun 10, 2020 15:33
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I scp the file to my windows laptop, edit it in vscode, then scp the file back, because I'm a disgusting noob
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Jun 10, 2020 15:49
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uhhhhahhhhohahhh posted:I scp the file to my windows laptop, edit it in vscode, then scp the file back, because I'm a disgusting noob Vscode can edit files over scp so you don’t even have to copy back and forth
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Jun 10, 2020 15:58
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Most text editors and even some websites will have plugins or extensions that make vim keybinds available because they are incredibly powerful and useful regardless of viewing mechanism or the current decade. Emacs is also a fantastic text editor if you're into it. I don't think that an intro to Linux course is the place for it, but there's nothing wrong with it and it is still a good tool despite it no longer being the 90s. Nano is the least defensible because in general you should not be editing files on servers by hand. If you need to look at them, use less, and if you need to change them you should change their source and redeploy. Choosing to use nano as your primary text editor on your own machine would be extremely weird. I'd even call it irresponsible -- if your job involves editing text files you should be proficient in a real text editor.
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Jun 10, 2020 16:25
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my vscode workspace has vim emulation enabled
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Jun 10, 2020 16:33
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12 rats tied together posted:Most text editors and even some websites will have plugins or extensions that make vim keybinds available because they are incredibly powerful and useful regardless of viewing mechanism or the current decade. Source your quotes?
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Jun 10, 2020 16:35
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luminalflux posted:Vscode can edit files over scp so you don’t even have to copy back and forth It didn't work if you needed sudo to save the files last time I tried
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Jun 10, 2020 16:48
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12 rats tied together posted:if you need to change them you should change their source and redeploy. This. If you have any sort of control over your infrastructure you should be moving to a place that allows you to do this Source control is not just for code
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Jun 10, 2020 17:49
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That loving TCP joke happened to me today. I noticed some timestamp issues with logs flowing into Logstash (running 4+ weeks behind) so I said "Wait why are you running TCP just use UDP" and they did. The volume went up 100x and crashed our Elastic Cluster. Fuckers.
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Jun 10, 2020 20:18
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Whelp, about as close to completely burning out as I've been in a long time. I work for a software company aimed towards small businesses across the country. Our product complexity/modularity is on the scale of something like Salesforce, Adyen, or Scrivener. It's everything you need to manage your business plus the kitchen sink. There are a hundred ways to use this program and double that many ways for it to break, leading to most of our calls lasting between half an hour to two hours or more depending on the issues brought up, or if it's a problem any of our tech team have ever seen before. I dunno if this thread is even where I should be posting this, I'm not an IT professional but I'm often tasked of doing things an accredited IT professional should be helping with. I'm inbound tech support and on an average day I'll bounce between cross referencing IP addresses and messing with ports to set up out-of-network file sharing, to removing and editing registry keys and messing with log files, to helping people with wildly varying deployment methods figure out why our software isn't doing X, Y, and Z for their specific industry. I'll often have to assist with setting up new windows user profiles, reinstalling and configuring Outlook, synchronizing with Outlook to pull address books, the works. Alongside the technical knowhow I'm also tasked with interpreting and explaining email marketing rules and regulations, discussing spam laws, establishing emarketing workflows, data management and whatever other business-critical functions our callers deem necessary to touch on.There's little to no current documentation on how to use a majority of our products features, and even less documentation on how to fix them when they inevitably break. Our knowledgebase hasn't been regularly updated for years so I have to just try and remember what I've done previously for whatever obscure error messages are populating. These issues make it a long process to train a new employee. It's a month of training before you touch a phone, and about six months until you start feeling comfortable enough to not need a hand to hold. We had two of our most knowledgeable technicians find new jobs just as quarantine hit, and they then fired a quarter of our remaining team soon after. The firings happened right before pushing out a mandatory update which historically launch with massive issues. This leaves just 4 reps to handle our technical queue, which is approaching 100 calls per day, with each of our calls averaging an hour and a half as we work out all the new problems the update introduced. We're getting hosed. Since I'm part of the US based support team you gotta pay a premium subscription fee to talk to me. This means a majority of my callers are regulars, calling multiple times a day for multi-user setups. A few weeks back I had my longest call ever, at 5 hours and 45 minutes. It was my first call of the day. The last call of the day prior was 3hr 15min with the same caller, meaning 10 hours over a 24hr window for a single case. Still we never got a resolution to the problem, so whenever they decide to call in again it'll land right back in my lap. Funnily enough while writing this last sentence they actually called in again for the same ticket. They're on my line right now and I don't know how long I'll be on this call today. ----- I ended up dumping the call lmao. I guess now's about the time I should Get To The loving Point of this screed which is TL;DR I feel I am being underpaid for what I'm expected to do and the resources in which I have to do them. Our customers pay on average ~40 cents a day to reach my queue. They call often, and I'm providing them the services of a combination Tech/Helpdesk/IT professional/Digital Marketing Manager for $17/hr and no chance for growth. I have no frame of reference for just how much of what I'm doing I could be doing elsewhere for better pay or less stress, and idk how average my experience is for an average tech support rep. I want to get away from call centers (or at least customer facing positions) so my job searches are leading me to entry level helpdesk positions for worse pay at worse hours, or entry level IT positions that require a degree or certification. I hold no certifications, I started gathering study material for the A+ just to get started with something but day after day of this stuff means there's nothing I want to do less than read about SMPT protocols. I think that I deserve to find a job with better pay and less daily struggle, I'm just not sure what I can realistically expect if I decided to look elsewhere, if my experience would benefit me in my job searches, and if this type of constant, every-day stress is to be expected from this side of the industry. I don't know where I can go from here and I'm not sure what my plan is. Sorry for the bullshit, it's just been a rough week. Feel free to tell me to buzz off if this belongs in the career path thread or the poo poo that pisses you off thread or whatever
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Jun 10, 2020 20:29
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Ibexaz posted:I dunno if this thread is even where I should be posting this, I'm not an IT professional but I'm often tasked of doing things an accredited IT professional should be helping with. I'm inbound tech support and on an average day I'll bounce between cross referencing IP addresses and messing with ports to set up out-of-network file sharing, to removing and editing registry keys and messing with log files, to helping people with wildly varying deployment methods figure out why our software isn't doing X, Y, and Z for their specific industry. I'll often have to assist with setting up new windows user profiles, reinstalling and configuring Outlook, synchronizing with Outlook to pull address books, the works. Ibexaz posted:$17/hr and no chance for growth. GET THE gently caress OUT. gently caress, man.
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Jun 10, 2020 21:29
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17/hr for that level of support and handholding you and your team are 100% the only reason that business can operate if you can afford it, leave immediately. that is extremely hosed up. holy poo poo e: let me try to actually answer your question instead of just getting extremely pissed off about your pay quote:I'll bounce between Another position this is really similar to has a bunch of different names depending on the company but a couple places I've worked it has been "Client Success (Analyst/Engineer 1-3)", "Application Support Specialist", etc. It's basically the same job except the pay is literally triple, and its usually a salaried position, so you can kind of do whatever you want as long as your assigned clients are happy. As "devops" I've worked with a lot of people in this role who are usually building something custom for a client, so there are a good amount of people skills, project management, and technical skills (generic and company product specific) required to succeed. quote:I want to get away from call centers (or at least customer facing positions) so my job searches are leading me to entry level helpdesk positions for worse pay at worse hours, or entry level IT positions that require a degree or certification. The stuff that you don't already know but what might be expected of you in those roles (group policy, user and computer management, domain controller poo poo) is all really intuitive and you'd be able to pick it up on the job no problem. 12 rats tied together fucked around with this message at 21:53 on Jun 10, 2020 |
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Jun 10, 2020 21:33
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yea dude, that wage for that work is unacceptable.
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Jun 10, 2020 21:40
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12 rats tied together posted:17/hr for that level of support and handholding you and your team are 100% the only reason that business can operate Agreed. Been there done that. I was paid 32k/year but working 80 hour work weeks most of the time, sometimes more. I basically lived at the office and just went home to take showers. My coworker and I (only people in IT besides CIO) both quit at the same time and the company vaporized in less than 6 months. Kinda scary that an entire organization of like 12 companies and 500 people can collapse so hard when just a couple people leave. In retrospect my job was never safe and that whole place was a sinking ship that was just constantly being bailed out by IT.
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Jun 10, 2020 21:42
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Ibexaz posted:Stuff Sorry about all that  Yes, you're getting absolutely turbofucked and should get out of there. With that kind of background you're more than qualified for all sorts of jobs of varying titles, certs or no certs.
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Jun 10, 2020 21:52
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We pay our summer interns $20 an hour. Where do you live? What's your background, job experience, etc? I was making $22 an hour 8 years ago as a beginner in helpdesk.
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Jun 10, 2020 21:59
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I LOL at the $17/hr entry-level "Desktop Support" jobs that outsourcers keep throwing at me from LinkedIn or whatever (I am Desktop Support, but I've been Desktop Support for enough years that I'm really more than that now, whatever the title might be), and you are doing stuff *way* above that level. Not only in complexity, but workload. I mean, they fired/lost all those other folks, and clearly can't program or document their way out of a paper bag. You are their only saving grace. Demand more Never hurts to just throw your name out there. Interview on lunch hours, whatever.
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Jun 10, 2020 22:28
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BaseballPCHiker posted:We pay our summer interns $20 an hour. Where do you live? What's your background, job experience, etc? Darchangel posted:I LOL at the $17/hr entry-level "Desktop Support" jobs that outsourcers keep throwing at me from LinkedIn or whatever (I am Desktop Support, but I've been Desktop Support for enough years that I'm really more than that now, whatever the title might be), and you are doing stuff *way* above that level. Not only in complexity, but workload. I mean, they fired/lost all those other folks, and clearly can't program or document their way out of a paper bag. You are their only saving grace. Demand more Man I been with the same company for 3 years now and only make 18.50 for network 1/helpdesk and had to fight for the extra .50 cents
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Jun 10, 2020 23:13
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The only way I got salary increases was by changing jobs. If I had stayed with my first IT job I'd still be making $18-25/hour. I know this because I play DnD with a dude who started 2 years before I did, still works there 12 years later and is making that.
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Jun 11, 2020 00:36
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Ibexaz posted:
Honestly, I think you could get some business-technology-analyst or whatever gig that's salary with benefits anywhere from $45-75k/y. I wouldn't bother with any CompTIA certifications, they're all worthless at this point. A degree would help but it's not required. Once you've got the job, you could try then negotiating but the majority of the time it's better to leave.
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Jun 11, 2020 01:36
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Ibexaz posted:Whelp, about as close to completely burning out as I've been in a long time. I work for a software company aimed towards small businesses across the country. Our product complexity/modularity is on the scale of something like Salesforce, Adyen, or Scrivener. It's everything you need to manage your business plus the kitchen sink. There are a hundred ways to use this program and double that many ways for it to break, leading to most of our calls lasting between half an hour to two hours or more depending on the issues brought up, or if it's a problem any of our tech team have ever seen before. You have a few options for automation with python or Ansible to pick up some new skills or make your life easier but Jesus Christ with this kind of workload I don't think you'll ha e the time and then if you get good at that you're be even more underpaid. gently caress. Get the hell out of there if you can.
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Jun 11, 2020 01:50
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Ibexaz posted:I don't know where I can go from here and I'm not sure what my plan is. Sorry for the bullshit, it's just been a rough week. Feel free to tell me to buzz off if this belongs in the career path thread or the poo poo that pisses you off thread or whatever You have skills to do a lot of things. Most likely, you could pick up a job at any decent size SaaS company or a consulting partner who provides services for the product. If you like the technical work, then start looking at your automation and cloud skills. If your company is big enough to have consulting partners, then there will be implementation consultants or engineer roles available. If you like working with people, then a business analyst or customer success manager type roles are good to look into. If you want to give sales a chance, you could look at solutions consultants or sales engineers. All of these roles exist within any company with a SaaS platform. By being able to articulate these problems to us and having your support experience, you could easily hop into any of these roles if you research them enough and show enough passion to grow.
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Jun 11, 2020 03:28
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oh rly posted:You have skills to do a lot of things. Most likely, you could pick up a job at any decent size SaaS company or a consulting partner who provides services for the product. I'm currently a system administrator for a big start up transitioning into a BA manager role. Kinda feeling like I might be going down the wrong path because I loving hate people, but don't have the technical skills to transition role in my current company. In a very similar position as the previous poster. Despite the BA role not being the best fit, I kinda feel like based on the way the world is right now I'm best off just sticking with it and making a lateral movement at some point if I can grow some technical skills relevant to an interest over time. Do you think taking a Senior BA role or BA manager role is going to result in me pigeon-holing myself career-wise?
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Jun 11, 2020 03:41
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I’m so bored I’ll take a $17 hour help desk job. I will be an rear end in a top hat though.
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Jun 11, 2020 05:23
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Beaucoup Cuckoo posted:I'm currently a system administrator for a big start up transitioning into a BA manager role. Kinda feeling like I might be going down the wrong path because I loving hate people, but don't have the technical skills to transition role in my current company. Not at all. As a BA or BA manager, your skills are transferable between many groups and will serve you well in any role in the future. Job duties of a BA can consist of gathering requirements, light to heavy project management work, acting as subject matter expert, QA and UAT testing, documentation, training end users, or support. Every company is going to have a different definition of the BA role. As manager, you're going to manage the BAs. Hopefully, you'll get to control how your BAs work and how they impact the company. If a BA doesn't want to go down a technical path, they can transition into project management or product management. If you want to go technical, use your relationships as a BA to spend time with the team you want to join and spend time learning the technical skills. You should at least be familiar with all the concepts of the systems you're supporting so you can work with end users for requirements. After that, the goal is to work with the technical folk to let you actually work on the system you're supporting to get you the technical experience.
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Jun 11, 2020 06:14
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Y'all motherfuckers need some collective bargaining, jfc.
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Jun 11, 2020 06:36
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Antigravitas posted:Y'all motherfuckers need some collective bargaining, jfc. That's communist!
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Jun 11, 2020 11:59
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For every job paying $17/hr for a sysadmin there's some dildo making $90k to reset passwords.
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Jun 11, 2020 13:26
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I'm underpaid but in my position as a public employee at least I am underpaid with raises slightly above inflation.  Y'all motherfuckers need some "communism".
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Jun 11, 2020 13:53
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