Funfunfun

[sessifet25.livejournal.com]

Mostly a post about my own lack of knowledge, though I have got plenty of *headdesk* moments caused by both customers and 'coworkers'.

I started a new job nearly two months ago. Got out of hardware/software support for $bigcorporation and am now back into DSL support. I'm now working in 3rd line support and I have to say I am loving every minute of it. It all just fits. Of course I occasionally get lost and ask my coworkers stupid (in my mind at least) questions, but I seem to be doing okay.

I'm just having one small difficulty, and I'd like to know if anyone else here has had this problem. Bit of background: about a year ago, I moved from The Netherlands to the UK. I've got quite a bit of experience in DSL support and I can run through a hardware setup with my eyes closed. Unfortunately, there are some subtle differences here compared to .nl.

See, in .nl both the phone and the DSL are via RJ11 cable. Especially the more modern phones have got an RJ11 plug that disconnects from the actual phone plug. It all still has to connect via a microfilter/splitter, of course, but the cables are the same and interchangable. This means I get horribly confused in the UK, because when I think 'dial-up' cable, I think of a standard cable with an RJ11 plug on both sides. But the plug that goes into the phone socket into the UK is not RJ11 (I have no idea what it is called instead). This means I occasionally have to go to my coworkers and explains what the customer's setup is because I have no clue what the fuck they're doing and they go 'Oh, they're using a dial-up cable'.

Or there's the Sky bit. Customers who've got Sky apparently also can get a modem which needs to be filtered and there's a special box for it and it needs to be connected just so or otherwise it won't work with DSL. Ever tried troubleshooting an issue if you haven't the faintest clue what the set up should look like? With someone who uses the word 'socket' to mean everything and anything you can plug something into?

Argh!

It's frustrating, because my brain is happily clicking along the tracks and then the customer mentions something like that and it suddenly hits a brick wall and goes '...Does not compute! No information on this subject! AbortAbort!' and it all goes downhill from there.

What I'm wondering here is if anyone else has moved countries and found that the setup they were familiar with has subtly changed? (I think it's easier to just have to learn a completely new and different set-up.) No real reason, except to satisfy my curiosity. :)

(Oh, and in case you're wondering: Yes, I am slowly compiling a new list of things I am no longer allowed to do on the helpdesk. :))

don't DO that!!!

[margaretc.livejournal.com]

Our web developer, who tries to be funny and isn't, sent an email this morning with the subject line 'The website is down'. The content of the email was a single URL: http://thewebsiteisdown.blip.tv/#1021362.
Not funny.
My minion wants to send a reply saying simply "Website restored. Some content may be lost." He's a good minion :)

Sometimes I'm Just Too Nice...

[hisamishness.livejournal.com]

Walking around two nights ago working issues, I stumble on a completely unsecured MacBook Pro setting on the middle of a desk in a row of cubes. At 9 or 10 pm. NOBODY around....

I pondered the appropriate action to take.

Put it in one of his drawers
Lock it in one of the random manager's offices on that floor
Lock it in my drawers (and maybe admit to having it)

I finally decided to leave a little note on the keyboard and close the lid.
The note:

 

Imagine that I’m not a Good Guy.
Imagine that my kids woke up to a nice Christmas present this morning.
Imagine explaining to your boss how you allowed this expensive laptop to get stolen.

I went back with an admin the next night. The admin was hell-bent on bringing it back and making the guy's boss come recover it. When we made it back to the desk, guess what we found. ONE Shiny New Security cable was attached. Properly, even.

*evil-grins*