Home Tech Support 100 - Learning to Tech

There's a saying, "You need to learn to walk before you can run".  Sooooo, what do you do before you learn to walk?

Crawl.

Aww, look at the little pischer!

That isn't to say that there's a demand that you get down on your hands and knees and babble like a meshuggah, but it does mean that you need to find the true "start".

It really isn't much different from anything else.

You don't have to know everything, you don't have to know how to do everything.

You just need to ask, listen, observe and do - and be willing and patient.  When things we like stop working the way that we'd like, those last two are hard to do, but necessary. 

Don't ask for help until you can be willing and patient, or you may find yourself bereft of a solution.

This is no different from any other task, from retail to leadership; we're not born with excellence.

Like all other things, excellence requires dedication and experience to go along with it all.

I learned from people and my surroundings, and then learned how  teach myself.  That's a process that will always take years. 

My skillset is a combination if an education in networking and computers combined with cable support learned by trial and error, research and osmosis on the job with Bright House Networks and Spectrum working at Transcom in Barrie, and now Cogeco in Burlington.

That's a culmination of about eleven years, and that's just my latter career.

So, why is this important to know?  I mean, don't we already know this?

Yes, and we forget it with the passage of time and the advancement of marketing.

Any of you who have let out this familiar ditty - "It's supposed to just work!" - know what I'm talking about.

So, step 1:

Ask:

Like all things, if you don't know but need to get things done but don't know where to start, inquire.

But, I'm going to save you a step here:  Your first inquiries will be about taking stock.  This is a pre-diagnosis of sorts.

What isn't working? 

• Type of device
• brand name
• model if possible
• serial number (do not ever assume that it is any number other than one that says "Serial Number" or some kind of "S/N") sometimes there's more than one; grab them all!

How is it not working?  

• What does it normally do versus what it currently does.  Does it make noise (different from its usual sounds), display a message, have a blinking light or all of the above?  
• What does the noise sound like?
• Is there a pattern or rythmn to the sound and/or light blinks?
• If there's a message, what does it say word-for-word?

Knowing the device means that you can easily discover:

• The Manual (TM):  This will help you navigate menus and will have quick troubleshooting tips
• The manufacturer or service provider - any sounds, light blinks and messages can be run by them and they may be able to shed a light on symptoms that the modem can't

If you can answer these definitively, you're good to go.  Never take modern technology for granted and assume that these can be seen /discovered remotely

With this info in tow, you're ready to find solutions!

We'll be talking more about equipment in later chapters, because all of us subscribe to some kind of service that interacts with that equipment, and it really helps to know who to actually call.

I mean, does anyone really want the frustration of calling a service provider only to find out that they really should have really called their device manufacturer?

We'll also talk about spotting buck-passing in later posts, I promise you.

The model information can also be searched - very helpful if you've lost the manual.

Knowing the symptoms - what it's doing, lights, sounds, messages can also give you an idea what to try first.

The number of calls we handle about "No Signal" is a testament to this; at least half of these are caused by switching inputs to a device and not switching back.

It only takes a couple minutes to do this.  Really. 

At this point, if you don't know, start looking.  Help yourself. 

The available resources are endless - documentation, people, and of course the internet.

We'll discuss the internet as a research tool later because there's way more garbage than gold, and no two tech columns are equal.

Hint.  Hint.

.

.

.

Just kidding.

But seriously, put yourself out there.  Get frustrated.

Human memory is geared for remembering misery best, so the more something frustrates, the more you'll actually get out of it.

Yeah, I know, that sounds like smart-assery - and I will admit, I was smirking while typing it out - but it's 100% correct; it's part of our survival drive.

The more you know, right?

Just make sure to start asking questions when you hit a brick wall - and that wall may be closer for some than others, and that's okay.

Next up, Step 2:  Listen.

Like the last step, there's some prep to do here.  Bear in mind that a lot of it is mental.

I always go in with a "Trust But Verify" mentality, and I recommend that you do the same - even if you do know a thing or two.

Research always requires a bullshit detector, but you never really want to let yourself alienate anyone willing to help you; never punish anyone for their kindness, and remember that experience doesn't just talk.

As you go from support to support, be open-minded with the presented solutions;  sometimes what sounds outlandish can work - but verify. 

This leads into Step 3: observe.

This is really Step 0 of sorts, in that it's perpetual and you'll be doing this from the get-go.

Pay attention, learn,  note, process.

And why not, there's nothing you can't gain here if you're willing!

Finally, step 4:  Do.

You've grabbed what need - you know what you've had, you've checked out solutions, you've jotted down what you can, now it's time to try your solutions.

This is also the only way to really build on your experience, and also hone that bullshit detector; you're now proofing everything you've got so far.

If all else fails and there's no definitive confirmation that nothing else can be done, start from Step 2 and resume.

That's pretty much it; this is the heart of technical support and troubleshooting, and in this regard, it's no different from any other kind of complex problem solving - which we will all do at some point in our lives.

It might be some kind of construction, a recipe, a piece of art, a social gathering; this is the process of making things work.

So the next time you tell yourself and others "But, I'm not technical!", you don't have to be.  You just need to be able to solve a problem - and we're all born ready for that.

Disclaimer:

Any views that I have, they're mine and mine alone.  They don't represent my employers, past or current.

The overall purpose of the these tech support blogs is to provide a practical and progressive educational place, whether you want to learn where to start or up your game. 

That said, all comments will be moderated.

And finally:

This is not an official forum of discussion for any service provider. 

These complaints will need to be addressed through the appropriate official channels, which this is not.