The life of an IT engineer. My experience.

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Dark Sky

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Our phone call typically go like this

Customers: "iTz bRoKeNz *Sounds of keyboard smashing to pieces*"

IT engineer: "Have you tried turning it off and on again?" (Seriously we say this, it's not a joke even though cartoons make a mockery of us for doing this, it actually works 80% of the time)

Customers: "i KnOw cOmPuTeRz aNd ThaT nEvEr wOrKs"

At this point we have to make up a technical reason for why they should restart their computer, something they cannot comprehend. So we say.

IT Engineer: "We have just checked your computers tag systems and remoted on, it does seem to be broken, we have come across some system files that have been corrupted, we have now deleted them but you need to restart so they will regenerate the correct versions"


Customer: "OK SEE I tOlD u It WaS bRoKeN, I wIlL rEsTaRt NoW"

*50 seconds of silence later*

Customer: "OMG THANK YOU SO MUCH IT'S WORKING PERFECTLY, HAVE A NICE DAY"

One time I heard the customer scream in the background "I CANT TAKE IT ANYMORE IM THROWING IT OUT THE WINDOW" to which I replied "no please don't do that" and then the line cut off.

Moral of the story: If you want a career full of laughs and giggles, get yourself into IT helping customers. Your first job will be service desk, dealing with these people. Then as you grow, you enter server/network side of things where it switches from retarded users, to retarded clients. At this stage, the clients request retarded things, and you have to implement them just to prove it's retarded until they ask you to revert the change.

Here are two definitions you will hear a lot from other IT engineers

PEBCAK stands for Problem Exists Between Chair and Keyboard
CUNT stands for Computer User Non Technical
 

lucky.sparks

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IT Engineers are answering customer phone support regarding software issues now?

Sure, seems legit. Project managers/customer supports then can become extinct, right?

If you are a real engineer you should do things differently.

1. Customer complains.
2. You fix it once.
3. End of issue.

if the issue repeats after this, you compensate your customer's time.

If you have to ask your customer to reboot something, reload, refresh cookies, or whatever - that's the first sign of shitty software and should be fixed by an engineer that is responsible for a specific part of the software that caused the issue. So the team can focus on real work not by resolving such complaints.

Sorry for being so blunt, but the way how you mock non-technical people just annoys me. And calling them retards does not shine any intelligence on you either Mr eNgIneEEr.


p.s. real IT engineer here.
 

xReminisce

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I remember working as PC repair specialist in the past.
Some granny called saying her PC wont start up so I recommended her to give it a kick (jokingly)
And she took me seriously and did right that but on the flip side, it worked out and she thanked me happily.
my supervisor was not impressed with me though
 

Dark Sky

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IT Engineers are answering customer phone support regarding software issues now?

Sure, seems legit. Project managers/customer supports then can become extinct, right?

If you are a real engineer you should do things differently.

1. Customer complains.
2. You fix it once.
3. End of issue.

if the issue repeats after this, you compensate your customer's time.

If you have to ask your customer to reboot something, reload, refresh cookies, or whatever - that's the first sign of shitty software and should be fixed by an engineer that is responsible for a specific part of the software that caused the issue. So the team can focus on real work not by resolving such complaints.

Sorry for being so blunt, but the way how you mock non-technical people just annoys me. Mr eNgIneEEr.


p.s. real IT engineer here.

IT Engineers are answering customer phone support regarding software issues now?

Every company manages differently with their models. Some combine 1st/2nd/3rd line support into one department.

In a school, the 3rd line engineers are dealing with students (the customers)

In an international company, the 1st line could be on the phones meanwhile the 3rd line are no where to be seen. Or they could have combined.

1. Customer complains.
2. You fix it once.
3. End of issue.


Not sure what you mean about being a "real engineer" when stating the above, but "fixing it once" is definitely not universal across systems, I'm not sure how anyone who is an IT engineer would think this.

VMware setups specifically can have many underlying issues that are not a "simple one time fix" and can take weeks of tampering and testing with a large userbase. Therefor issues can persist and interim fixes are required in the mean time, but these are only temporary.

"If you have to ask your customer to reboot something, reload, refresh cookies, or whatever - that's the first sign of shitty software and should be fixed by an engineer that is responsible for a specific part of the software that caused the issue. So the team can focus on real work not by resolving such complaints."

Yes it is a sign of shitty software, and large companies use plenty of third party applications, and if you are a "real IT engineer" you should know that third parties have higher priorities than raising a P1 for a system that has a temporary fix.

Sorry for being so blunt, but the way how you mock non-technical people just annoys me. Mr eNgIneEEr.

Actually I'm mocking people who call for help and then refuse help. mR rEaL eNgInEeR

P.S it sounds like you have little experience with multiple large companies, it sounds like you've either been in the same company for a hell of a long time, or you roam about the small IT companies.
 

lucky.sparks

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None of your assumptions are correct.

Search google for a definition of an engineer if needed.

Your mindset will block you from becoming one.

Good luck.
 

Dark Sky

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None of your assumptions are correct.

Search google for a definition of an engineer if needed.

Your mindset will block you from becoming one.

Good luck.

"None of your assumptions are correct." Please expand, I beg you.

I googled "engineer" to please you: a person who designs, builds, or maintains engines, machines, or structures.

What's your point? phone support help maintain computers for users. Ergo IT engineer no?

Just as an FYI, I'm not phone support. I was a long time ago. I'm a datacentre engineer.

You seem to know little about how big companies operate based on your comments. I can't see you actually fighting that assumption other than "you are wrong" so I'm going to go with my instinct and assume I'm correct.
 

lucky.sparks

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Why should I fight something? Not here to fight.

My experience or knowledge are nothing to do with you mocking your customers and what you posted about engineers answering phone calls. I know how large companies work but thank god I'm out of that business for years. You should stop making assumptions.

In your title of the topic, you stated that you were an IT engineer answering phone calls. Now you say you don't.

I find it hard to believe anyways as usually, engineers are engineering stuff. Otherwise, it's pretty expensive to use such a level of expertise to handle customer complaints. No matter of company size.

Hope we both agree that an engineering student can't be called an engineer and IT support can't be called an engineer.

And in your first post, there was nothing about students as customers, that's a different case, isn't it?

Now, you are a datacentre engineer. And your not phone support anymore. And that makes sense.
 

Dark Sky

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Why should I fight something? Not here to fight.

My experience or knowledge are nothing to do with you mocking your customers and what you posted about engineers answering phone calls. I know how large companies work but thank god I'm out of that business for years. You should stop making assumptions.

In your title of the topic, you stated that you were an IT engineer answering phone calls. Now you say you don't.

I find it hard to believe anyways as usually, engineers are engineering stuff. Otherwise, it's pretty expensive to use such a level of expertise to handle customer complaints. No matter of company size.

Hope we both agree that an engineering student can't be called an engineer and IT support can't be called an engineer.

And in your first post, there was nothing about students as customers, that's a different case, isn't it?

Now, you are a datacentre engineer. And your not phone support anymore. And that makes sense.

You didn't just comment on my mocking of customers, you implied I wasn't an IT engineer.

No read the title again. Please. You should stop jumping to conclusions before skipping the actual title.

Moral of the story: If you want a career full of laughs and giggles, get yourself into IT helping customers. Your first job will be service desk, dealing with these people. Then as you grow, you enter server/network side of things where it switches from retarded users, to retarded clients. At this stage, the clients request retarded things, and you have to implement them just to prove it's retarded until they ask you to revert the change.

This part implies I'm no longer on the phones. How else would I know the latter?

It seems your confusion has arisen because you failed to read the title.

Hope we both agree that an engineering student can't be called an engineer and IT support can't be called an engineer.

Also I disagree, you should know that the IT sector does not use universal names for job roles. IT Support and IT engineer are used interchangeably. The titles that are not used interchangeably, are 1st line, 2nd line and 3rd line. I think you are assuming IT engineers are always 3rd line, architects 4th lines. But 2nd line can also be an IT engineer, infract 2nd line are more commonly known as IT engineers and 3rd line are commonly called Server engineers.

I've been in multiple international companies, and this is how it tends to roll. But the fact remains that it's down to the company to determine the job title based off their own models. It's not like nurses and doctors where you can't use them interchangeably.
 

Ran_

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I remember working as PC repair specialist in the past.
Some granny called saying her PC wont start up so I recommended her to give it a kick (jokingly)
And she took me seriously and did right that but on the flip side, it worked out and she thanked me happily.
my supervisor was not impressed with me though
I remember my old PC will get stuck before the loading thing in windows XP and to fix it I just kick the computer and restart it.
 

Zbigniew

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So basically, you are not an engineer but a technical support in some call center lol

It's like when they call cleaners for "hygiene technicians", with the difference that they are and you're not an IT engineer

Sorry for being so blunt, but the way how you mock non-technical people just annoys me. And calling them retards does not shine any intelligence on you either Mr eNgIneEEr.
Fully agree. It really shows a lack of character and immaturity. But it's most likely to compensate for lacking in most other departments in life.
 

Dark Sky

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So basically, you are not an engineer but a technical support in some call center lol

It's like when they call cleaners for "hygiene technicians", with the difference that they are and you're not an IT engineer


Fully agree. It really shows a lack of character and immaturity. But it's most likely to compensate for lacking in most other departments in life.

Enlighten me on the difference between an IT engineer and tech support.

I shall enjoy your cocked up response on that one.

And please dont respond with something generic.
So basically, you are not an engineer but a technical support in some call center lol

It's like when they call cleaners for "hygiene technicians", with the difference that they are and you're not an IT engineer


Fully agree. It really shows a lack of character and immaturity. But it's most likely to compensate for lacking in most other departments in life.

You literally have no idea because you clearly are not in the IT sector. And if you was in the IT sector it would be embarrassing to make such a statement.



The IT Support Engineer is responsible for taking offer application and technical support to the users. They have to respond and resolve the support requests and service tickets. It is a part of their job to identify, diagnose and rectify any issues in computer hardware, software, services, and applications. The IT engineer should offer reactive and proactive support to business units and take into consideration the critical issues.

The above is a definition from. https://www.fieldengineer.com/skills/it-support-engineer

Feel free to prove me wrong with some factual data rather than an egotistical opinion.
 

Psh

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t2van

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Hmm IT support sounds like a good change of pace:


Customer: Just to let you know my order has not arrived. I hope you can sleep safe and sound at night knowing you have killed me and my family.

Customer: Due to the non-arrival of goods my wife and I are going to die and we have instructed our family to invite you and your staff to the funeral so you can see the heartbreak and devastation caused first hand.

Customer: WHERE TEH FUCK IS MY ORDER. IF IT DOES NOT ARRIVE 2DAY I WILL COLLECT WITH A BASEBALL BAT AND MY MATES

Customer: I am an investigative journalist I Will have your face on the front page of every UK newspaper.

Customer: Hope your fucking kids get covid.
 

t2van

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Enlighten me on the difference between an IT engineer and tech support.

One can actually fix things.

The other says "have you tried turning it on and off again"
 

Dark Sky

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One can actually fix things.

The other says "have you tried turning it on and off again"

If turning it off and on again fixes the issue and the issue is with third party, why would one need to say different.

You would be a pretty shit engineer if you tried fixing something and didnt try restarting it first. Big companies basically use third party apps for everything from backup management, to patching cycles, to ticket management systems, monitoring systems, virtualisation. It's literally all dictated through third party software. So you have to be creative with fixes, before spending time getting creative, you give the restart a try LOL. Its quick and efficient.
 

burakuwingu

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Your title literally says "IT Engineer" but you are "lvX SUPPORT Engineer"

That is not the same.
 

Dark Sky

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Your title literally says "IT Engineer" but you are "lvX SUPPORT Engineer"

That is not the same.

IT engineer is generic. How the fuck does no one know this lol.

The specific are 1st line, 2nd line, 3rd line, server engineer, datacenter engineer, network engineer, field engineer ect.

IT engineer is literally a generic title lol just as tech support it. That's why they can be used interchangeably.
 
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