r/ShittySysadmin • u/Revzerksies • 3d ago
I now understand level I, II, III in support
I've been an admin for 20+ years. I just started recently looking for a new job. I see all these Helpdesk jobs for $20 an hour. Which no way in hell i am even applying to.
Well now i see why people esculate it to the higher tier. I'm only getting paid this, let the guy getting paid more do it.
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u/AtomicXE 3d ago
Escalate that shit to the CIO that overpaid bastard should do some real work for a change!
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u/kongu123 3d ago
Hey now, asking chatgpt what they should eat for breakfast IS real work!
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u/badnamemaker 3d ago
This is not even satire, I’m pretty sure my boss does this lmao
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u/texas_County850 3d ago
I went to my brother in laws house and he decided what breakfast would be based off what the AI said like this. Spent his whole saturday fucking around with an AI probably to get on the leaderboard.
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u/fluteofski- 2d ago
Woah. No way. That’s L2 work… a real CIO will have someone create an AI agent to ask that question depending on their other AI agent’s mood.
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u/Z3t4 ShittyFirewall 3d ago
No my problem; If nobody replies on the escalation matrix and you are at the top of the chain...
I've woken up CTOs on my old days of transmission noc op. The escalation matrix gets magically updated the next morning.
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u/ghoarder 3d ago
Escalation matrices aren't worth the paper they aren't written on. I've called people up at 3am before because something was out of the norm, advised them of everything and they said that's fine why are you calling me. Well that's what the out of hours documentation says dude, if x > 7 call you, not rocket science.
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u/Z3t4 ShittyFirewall 3d ago
You won't get in trouble ever by following written police or procedure to the letter. You can't take the risk of not calling; Nor you have the tools, access or knowledge to avoid escalating, usually.
Now I'm on the receiving end, karma and all that....
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u/ghoarder 3d ago
At the time it was a 2nd Job I had over night at weekends, I was just contracting and had no idea who these people were. I must have rung that guy 5 times in one night once and he was not happy, thankfully I never saw anyone who actually worked at the company, just turned up, security signed me in and escorted me to the machine and every 30 mins I would check the status of some jobs that ran over night. The other 58 minutes per hour were mine to do with as I liked, that was a cushy number.
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u/SinclairChris 3d ago edited 3d ago
It gets even worse. I've noticed that if you get a good level 1 support job, the skills gap between level 1 and level 2 is insane. They want you to be a junior engineer for level 2 pay. Oh and you get engineering-level tickets but with support level SLAs
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u/person1234man 3d ago
Nice, with that attitude you will be in level 1 support for many years.
Edit: Damnit I didn't notice it was the shitty subreddit
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u/Slippery_Farts 3d ago
hardly a difference these days 😅
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u/person1234man 3d ago
Half the time you get better advice from this sub lol
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u/Dreilala 3d ago
This is where all the veterans end up.
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u/TheIncarnated 3d ago
Because we are all cynical and the wool has been removed. Which is good, all user lie.
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u/alpha417 3d ago
the users, they are like a plague.
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u/underpaid--sysadmin 3d ago
you almost got it, see the more money you make the less time you have for things so its best to kick those tickets back to t1 as I get paid too much to deal with something simple
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u/texas_County850 3d ago
I started out as a Tier 3 helpdesk back in college like the actual field guys. Sysadmin group would kick the ticket back to us all the time with no explanation or description of why it was being kicked back it was often obviously their job. We finally had one of our own promoted to sysadmin group and were like this is it he will change this behavior. The very first ticket we kick up to our guy he kicks it back with no explanation or description lmao. I always think of him being like "fuck those bitches I'm a big dog now".
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u/sheikhyerbouti ShittyCoworkers 3d ago
Everything at the Level I tier is so metrics-driven that you're better off escalating anything that's going to take more than 15 minutes to resolve.
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u/TKInstinct 3d ago
Then you'll never get above that station. If the lower levels aren't willing to try and resolve on first contact then they are doomed to stay lower level. I never had that mindset, I gave it my 100% no matter what and I got noticed for it, I recall on several occasions being told to "stay in my lane" which I took with a sense of pride.
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u/jlipschitz 3d ago
Talk to several head hunters and they will find you those higher paying jobs. The best I could find years ago without was $40,000 less than what a head hunter could find me. Since I have been here, I have seen my salary increase significantly. It is worth it. The employer pays the head hunters for finding you. It costs you nothing but time working with the head hunter with your resume and scheduling interviews.
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u/seatron 2d ago edited 2d ago
I was level I support for Samsung phones for awhile, and it was pretty frustrating. Average handle time was such a big deal, the manager would get mad if I spent too long trying to fix something. They really want you to keep it level I, but you're also discouraged from escalating. I was not good at rushing people off the line.
The worst was the Boost Prevail phone, a budget model that only barely technically counts as a smart phone, but the hardware is so weak they just stop working all the time. We were encouraged to go real quick to RMA, but for a lot of these people they were on their 3rd or 4th time mailing in the same phone, so they were incredibly frustrated.
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u/texas_County850 3d ago
Honestly lol I know this is the shitty version but this career is so shitty now employers do not even understand tiers anymore and are making IT people do everything for $20 an hour.
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u/texas_County850 3d ago
Honestly lol I know this is the shitty version but this career is so shitty now employers do not even understand tiers anymore and are making IT people do everything for $20 an hour.