One of the most important tools in any sysadmin’s tool kit is the ability to remote control servers and client computers. Being able to quickly connect to Terminal Services is a great way to do so. If you’re like me, you leave a few windows open whenever you leave a machine, and a neat trick… Continue reading Using MSTSC to connect to a console mode session.
Having gone from Windows XP to Windows 7, we are seeing a rash of new problems. One of these is that a lot of our users are unable to boot into Windows, as they are prompted for a BitLocker Recovery Key. The temporary fix for this is simple enough; look up and tell the user… Continue reading BitLocker asks for BitLocker Recovery Key at restart
Every so often, I encounter computers that, among other things, have very specific prerequisites. For SAP CRM and Mobile Sales, more often than not, a specific version of Java should be installed. If it isn’t, problems ensue. Now, while you’ll always have the option of finding out what version is installed through the control panel, there is a much quicker way.
Having worked on-site support for most of my career, I’ve seen a lot of things that can bug you. There are a few things we can do to make it a little more survivable, such as:
Working in IT, I often have people ask me about issues they are having with their computer. Now, while I’m happy to help out, I often find that the problems I solve for them are problems they could have solved themselves. Mitch Tulloch, a Microsoft MVP and lead author of the just-published Windows 7 Resource… Continue reading Free eBook: Troubleshooting Windows 7
Working for a large-scale support department, we have a good solution for remote control and support for users who work for the companies I support. I am, however, from time to time called upon to provide support for friends and family. While I do prefer sitting at the computer in question, whenever that is not… Continue reading Remote support, simple and cheap
In my last post, I wrote about one of my recent support tickets. What annoys me about that ticket is that I could have solved it a lot sooner, if only the tech that had logged the call had taken down more information that “Video replay doesn’t work”. When logging a support ticket, especially… Continue reading The importance of logging as much information as possible.
A while back, I wrote about giving better support to users. This time, I’m turning the tables; here are five tips to get better support:
The number one biggest error many techs make when diagnosing problems for users, be it on the phone or on site, is going the complicated route. There is a reason why most ISPs have a script for their 1st tier techs to follow, to make sure that the basic errors have been corrected. While… Continue reading KISS – Keep It Simple, Stupid
Having worked in tech support for close to five years, I find I still enjoy my work. Yes, at times, I feel like a target at a live fire exercise, but at the end of the day, I still find fulfillment in knowing that I am able to help my users. Here are five tips… Continue reading Five tips for giving better tech support
One of the tasks I am called upon to perform as part of my job as a desktop service tech is checking and troubleshooting VPN login. One fo the ways I do this is to log in as the user on my own machine. My employer uses RSA SecureID key fobs combined with a personal… Continue reading Don’t argue, just do it!