Wayyy too many managers making decisions about how techs should be doing theirs jobs that are completely clueless to technical troubleshooting. Real life office space TPS report moments happen a dozen times a day with 10 managers, directors, VP’s all walking over each other to poke the techs. Empowering our customers to escalate every single case to the point it’s white noise. Literally every case escalates immediately because we’ve trained them to do so and when everything is an escalation, nothing is. Nobody has ever come to me and asked where’s the friction. There’s a complete disconnect with too many people making decisions and not one person willing to ask us, the ones with the most first hand experience, where the issues are. Unrealistic expectations regarding work load. Working to resolve issues with complex software and database operations takes time and they think they can hire into these roles. Doesn’t matter how many times people quit and they learn these lessons, they keep doing the same thing over and over again. Doesn’t matter if you know SQL, you don’t know the software, you don’t know the schema, you don’t know the environments, terminology, and location configurations. There’s only one way to get good at this job and that’s time in the chair working with it but nobody stays long enough because the politics are garbage, pay is mediocre, and the job is tough.
