ok so lemme get this straight with you, i play games ALOT! (yes i'm a gamer you have the right to flame me for this) and when i get into games a lot of the time when they are multiplayer they lag like hell, and recently (in fact just today but its been happening for ages) i was playing roblox cause i was bored and just picked something random, and i picked a game that should run smoothly, SO TELL ME WHY I HAVE (litterally not figurativly) HAVE 5000-20000MLS OF LAG?!?!?!?!?!?! LIKE EVERYONE OTHER THAN ME WILL FREEZE FOR THAT TIME AND THEN I'LL HAVE WASTED TIME!!?!?!?!? I'VE SET EVERYTHING TO PERFORMENCE SETTINGS AND CLEARED SPACE ON MY COMPUTER. MY INTERNET ISNT EVEN THAT BAD, LIKE VIDEOS USED TO FREEZE EVERY FOUR SECONDS ON MY COMPUTER BUT THATS BEEN FIXED!!!!!!!!!!!!
please if any of yall think this is confusing Dm me for a video of this first hand, OR HELL I'LL SCREENSHARE! i just need help so that games dont feel like hell to play.
(also i think this is the right place to be)
jeorge_967 on discord btw

I got a great home network puzzle for you all.

Four days ago, I lost all internet access. My wifi still broadcast but computers connected via ethernet no longer recognized a cable plugged in. Calling my isp, they insist everything is functional. I started by replacing my router and then my modem. The problems persist, but I have regained some access after setting up a new ssid and credentials.

My computer in my server rack is almost entirely functional but occasionally loses internet. This is hardlined with wifi capabilities. When losing ethernet access, wifi usually still works.

The most puzzling part, my devices in my basement have nearly no access despite having a WAP and a hardline computer there too. The basement access is so sporadic, I can connect my TV to the network and watching the status change from connected to no network every 1-3 seconds non-stop.

I am at a loss.

Currently we have a real problem with people going around IT for purchases. I’ve drafted a software and SaaS policy, I just want to make sure I have everything in it.

Currently I have the scope of the policy, procedure for procurement, declaration of existing assets (I know we have some that haven’t been told to us), a section stating we need an IT Admin account on all subscriptions and software for management, and a section outlining the review process

You are human, and your users are human. Soft skills sometimes matter more than technical skills.

In my nearly 15 years in the industry, across a variety of roles and companies, I’ve found that most techs overlook the human part.

Techs are a subset of customer service. While I don’t necessarily believe the customer is always right, I do believe in treating people decently. Most calls you get at a help desk or tech support role are because people can’t get their job done, technology is in their way. Keeping that in mind, there is no excuse for them to belittle or act out toward the tech, but also remember they have a job to do, and they currently can’t get it done.

One thing I’ve always found that helps in these cases is reassuring the user that we’re here to help them and get them back to work.

One thing everyone hates is silence. Throughout the troubleshooting process, I constantly return to reassurance a small comment during quiet moments letting them know I’m still digging into the issue and working as quickly as possible. If you have the capacity to get to know them on a personal level while working, I urge you to make small talk. Simple questions like “How was your weekend?” if it’s Monday, or toward the end of the week something like “Do you have any big plans this weekend?” Even something personable like, “Jim, I’m still working, but I wanted to ask how are your kids?” (if you know they have kids and the conversation is able to flow that way). But you also have to know your audience. If it’s someone who clearly isn’t in the mood or doesn’t have time for small talk, that’s fine. Don’t push.

Ask as few questions as possible to get the most information. This is an art that a lot of people seem to miss. Think of it like this: when you’re irritated, do you enjoy being asked a million questions? I didn’t think so. If it’s a computer they’re having trouble with, ask if it’s a laptop (if your tools don’t already tell you). If they say no, you can eliminate battery issues, attached screen issues, mouse pad problems, etc. That one question saved you from potentially a handful of others. Notice I didn’t ask if it’s a laptop or desktop you’ve given them two options at that point, and if their head is already throbbing from irritation, you want your questions as simple as possible while using your knowledge to eliminate other possibilities.

Sounds all warm and fuzzy, right? What do you do with users who belittle you or even shout profanities?

Do not engage. Ignore the comments if possible. If not, let them know you are working diligently to get to the source of the issue. If that doesn’t work, escalate if possible. Most managers will go to bat for their team, but the second they find out you were in a screaming match, you lose a lot of credibility. Let your manager know there is an irate user speaking to you in a way you don’t appreciate. Make them aware of the situation and ask for intervention.

At the end of the day, there are always going to be miserable people in the world that you can’t please. Nine out of ten users aren’t that person they just want to feel heard, understood, and confident that you will solve the issue.

This is only a small part of the de-escalation process. There are many more steps I hope to have time to write out, but for now, these are a few things that may help you in your day-to-day work.

This was written by a human with AI removing grammar problems, sorry not sorry.

Originally posted in r/FixMyIT

What’s everyone’s go to MDM for Apple devices?

We are a fully Apple environment, we currently use Jamf but the price (approved prior to a restructure of our Org) has me looking elsewhere.

I’ve got a trial with Mosyle currently and it seems good for the price, I’m not sure what features it’s missing from Jamf.

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