George, who is new to unix, just learned about hidden files. Filenames that start with a period don't show up in a normal ls and are called hidden files. George had an idea. He'd put all his passwords...

Remember the scene in the Matrix where Neo is over Cypher's shoulder and Cypher is looking at monitors filled with ones and zeros? Cypher tells Neo, "All I see now is blonde, brunette, redhead." I thi...

It was the middle of the week, a Wednesday. I had started this technical support job two and a half weeks prior, and today was the day. I had learned the basics of the products I would support and I h...

Technical support engineers play a crucial role in keeping users happy and productive; however, the type of user supported can vary. Some engineers assist the company's external customers, while other...

Many companies try to use objective measurements when it comes to performance review time. For the technical support engineer, these metrics can be related to speed, knowledge, and customer satisfacti...

Ticketing systems and Customer Relationship Managers (CRMs) are tools with different purposes, but they have some overlapping features. Both systems work with existing customers, store contact informa...

Customers typically call when they have issues and something isn't working like they think it should. You need to get a problem description. "It's not working," isn't very helpful, but sometimes peopl...

Every company will place differing levels of importance on prioritization factors, but most of the factors are the same.

I've resolved problems for customers for over twelve years. In that time, at least eight out of ten times, when a co-worker has asked me for help with a problem, that co-worker, and maybe even the cus...