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.
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.