Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




15 posts

Geek


Topic # 98726 5-Mar-2012 13:39
Send private message

Hi, at the place where I work, there are around 200 computers and we have two on-site technicians.  Every year after Christmas, the computers would be re-installed and the logins would be updated.  Then they wound tell the management how much work they’ve put in and what a good job they’ve done.  However, every year, the same story, we won’t be able to work on computers because there has always be something wrong.  (A lot of things – most of the time).  For example – this year,
  • No anti-virus program installed
  • 90% of logins are not working in the first week, still 10% not working after 5 weeks
  • Essential programs are missing – still missing after 6 weeks
  • Software Product Key are not entered – still on trial mode after 6 weeks.
  • Email server down for 1 day since start of the year (5+ days last year)
  • Printer drivers not installed
  • Users cannot see their network drives
  • Users files been randomly rolled back, happened in previous years and tech support blame the user for not keep their password safe (which is not true).
  • $30,000 Firewall we brought last year – they tried to set it up Nov last year and blocked EVERYTHING. So they had to shut it down and it has been doing nothing ever since.
  • And lots more…
When the users call them about something not working, quite regularly they would refuse to attend to the problem because they are “doing setting on the servers” or “setup the laptops”.  The users are getting no help. 

I’ve got computer science background so I could tell they are lying to other people all the time and I really had enough (worked here for 5 years).  So I list down all the faults and gave it to the management.  Tech Support asked me to be there at meeting to discuss about my report.  We had this kind of meeting before but not as formal.  They re-direct the topic to personal attack (we are targeting them), lack of resources (more technicians/money), or need to keep positive (!@#$!@).

I couldn’t find much information about the law or the responsibilities for tech support that they shouldn’t be lying, Incompetent or lazy.  Has someone got any points that I can make in the meeting on Friday?

View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3
19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 590643 5-Mar-2012 13:42
Send private message

Change IT company



15 posts

Geek


  Reply # 590663 5-Mar-2012 14:03
Send private message

They are employees too (of where i work).

 
 
 
 


19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 590669 5-Mar-2012 14:06
Send private message

deepeye: They are employees too (of where i work).


Who manages them?

8027 posts

Uber Geek
+1 received by user: 387

Trusted
Subscriber

  Reply # 590674 5-Mar-2012 14:08
Send private message

Two IT guys for 200 user workplace, sounds quite under staffed.

If they are doing all desktop support, server and network administration you'll probably find they just don't have time to do things properly.



15 posts

Geek


  Reply # 590676 5-Mar-2012 14:10
Send private message

Their manager has many duties and he doesn't understand IT at all.  So he can only trust what the head of tech support tells him.  He's the one who gave me the speech about be postive(Life isn't perfect etc...).

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 590678 5-Mar-2012 14:12
Send private message

A manager does not need to understand IT, My manager does not understand Unix and many other systems I help look after

John

2784 posts

Uber Geek
+1 received by user: 121


  Reply # 590680 5-Mar-2012 14:12
Send private message

Wow, if we were even half that hopeless we would've been given our walking papers a long time ago.

A $30k firewall is probably a unit that requires fairly specific knowledge (Cisco cert or similar) - if they don't know how it works, then questions need to be asked as to how it got authorised in the first place.

Reimaging 200 computers over a short period every year seems a bit unnecessary, and also is going to be prone to more problems than I'd expect if they were done in a drip-feed fashion, but I can understand why some firms might want it done this way.

Your only option by the sound of it is to get their superiors to look at it, if they don't get anything done then _maybe_ you have grounds to get the DOL or somesuch onto their case - but IANAL.




8027 posts

Uber Geek
+1 received by user: 387

Trusted
Subscriber

  Reply # 590681 5-Mar-2012 14:13
Send private message

deepeye: Their manager has many duties and he doesn't understand IT at all.


Quite common for managers to not understand the specifics but they certainly should understand cost/benefit and lost productivity.



15 posts

Geek


  Reply # 590689 5-Mar-2012 14:20
Send private message

You guys are making very a good point here.  Maybe the management is partially responsible.  200 computers is a big number.  But they are all using the same Ghost Image.  They set the Ghost Image up - where the problems are.  And our Tech Support used their budget to get part-time people to ghost all the computers.

BDFL - Memuneh
61780 posts

Uber Geek
+1 received by user: 12434

Administrator
Trusted
Geekzone
Lifetime subscriber



15 posts

Geek


  Reply # 590697 5-Mar-2012 14:29
Send private message

The ghost image has never been done correctly.  The management would get on their case and they always promise the problems will go away in the "Next Ghost Image".  So new ghost every year. 

1710 posts

Uber Geek
+1 received by user: 169

Trusted

  Reply # 590715 5-Mar-2012 14:52
Send private message

Ragnor: Two IT guys for 200 user workplace, sounds quite under staffed.

If they are doing all desktop support, server and network administration you'll probably find they just don't have time to do things properly.


+1 - they're over worked.

The correct course is to take it up your line of command (so take to you manager and they take it to their manager... etc) so it then comes downs from the very, very top where hopefully the right questions will be asked.

xpd

Chief Trash Bandit
9146 posts

Uber Geek
+1 received by user: 1443

Mod Emeritus
Trusted
Lifetime subscriber

  Reply # 590736 5-Mar-2012 15:09
Send private message

We have approx 150 staff across the country and there are 5 IT staffers (inc the IT manager) - so yes, theyre potentially overworked.

We look after everything to do with IT from the little things such as plugging in a mouse, to rewiring the infrastructure of some of the buildings.

$30k for a firewall system sounds like one of two things to me :

1)The company you work for has some extremely high level confidental contracts.
or
2) The manager heard of some great fantastic new firewall and went out and purchased it without further research.

Overall, the IT guys need another hand or two, AND a proper IT manager to report to (or at least a senior IT staffer to report to).




XPD / Gavin / DemiseNZ

 

Server : i3-3240 @ 3.40GHz  16GB RAM  Win 10 Pro    Workstation : i5-xxxx @ x.xxGHz  16GB RAM  Win 10 pro    Console : Xbox One

 

https://www.xpd.co.nz - Games, geeks, and more.    




15 posts

Geek


  Reply # 590756 5-Mar-2012 15:28
Send private message

I think it's more like 
The management "We have to stop virus and facebook"
Tech Support "Lets get the best firewall"
The managment "Paper ticked. Problem Solved."

I personally have seem 2 techies managing 500 computers before (running the same image and ghost remotely).  All they need to do is to make the image perfect for the working environment and there will be no trouble for years.  Maybe this experience made my standard too high here.  So workload is a possible issue as well.
   

 1 | 2 | 3
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Geekzone Live »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.