This developer pilot fish is called on to help deal with problems showing up when support calls are escalated from Tier 1 to Tier 2 and beyond.

“I and another tech crafted an in-house application that would simplify and automate tasks for the Tier 1 techs, so even new recruits would be able to get a jump ahead with minimal training, and learn the actual steps later on as they progressed,” says fish.

“One function was a way for the whole team to communicate with each other in a bulletin board format when there was an actual communications systems breakdown — no email, no phones, no anything else.”

But fish’s manager at the time tells fish it’s not needed — there are lots of alternate forms of communication, he says. So that part of the project is shelved, with no further development time allocated to that function.

To read this article in full or to leave a comment, please click here

…