Hi, former tech support (now cybersecurity) here. You /are/ tier one tech support. You handle it pretty much how they do, knowledge base documents and searching for solutions online. If things get really bad they might poke around directly and see if they can find a root cause before they escalate.
That doesn’t mean they can demand you do anything, but it does mean you shouldn’t underestimate yourself :)
Hey thanks. I had always heard the joke that the majority of tech support was knowing how to phrase Google searches, but thought it was a joke…I get the sense it’s more a funny fact.
Funny enough, I’ve done the poking around bit too, both in person and more commonly now remotely. And yeah nobody has demanded anything… so far, lol. If I’m busy, or just have no clue what they’re talking about, I just say that to them and tell them to call our outsourced help desk. So far everyone just drops their head and accepts my answer then makes the call and spends the next 2 to 3 hours deciding if they really need this job.
Hi, former tech support (now cybersecurity) here. You /are/ tier one tech support. You handle it pretty much how they do, knowledge base documents and searching for solutions online. If things get really bad they might poke around directly and see if they can find a root cause before they escalate.
That doesn’t mean they can demand you do anything, but it does mean you shouldn’t underestimate yourself :)
Hey thanks. I had always heard the joke that the majority of tech support was knowing how to phrase Google searches, but thought it was a joke…I get the sense it’s more a funny fact.
Funny enough, I’ve done the poking around bit too, both in person and more commonly now remotely. And yeah nobody has demanded anything… so far, lol. If I’m busy, or just have no clue what they’re talking about, I just say that to them and tell them to call our outsourced help desk. So far everyone just drops their head and accepts my answer then makes the call and spends the next 2 to 3 hours deciding if they really need this job.