You take an urgent request from the request queue. The Dispatch note says “Rebecca called and said that the internet is down and requested high priority since she has an urgent deadline”.
Looking over their documentation you notice that this client is using Comcast as the ISP, a pfsense as their firewall, 2 Ubiquiti WAPs and a single Windows Server 2019 domain controller at the location where she is experiencing problems. Unfortunately, there are no pictures of their networking/server closet/equipment. Outline the steps you take with Rebecca on the phone to bring this service back online before you would determine that an on-site is required.
You call a client back who begins the conversation like this :“Another RMTT technician was out here yesterday installing a new server for us and now I can’t print, but I was able to before they did this work. Can you please fix this for me?”
How do you approach this situation?
You grab a client request from the queue for a password issue that a client who uses Microsoft 365 for their email and shared file services is having.
You reset the password and tell them the new password over the phone, but they are still unable to login and they are getting audibly frustrated since this is taking longer than they had hoped. What strategies and/or tools do you utilize to get this customer back on track?
You see the next request in the queue says “Roger is having trouble with his Vandelay Industries Overlay Application (or VIOA, as he called it)”.
Considering this is not an application you have heard of (although the company sounds like something you heard on TV once), you look at their documentation and see that his computer is running Windows 11. How do you approach helping Roger with his issue?
Tobias over at Gobias Industries (an RMTT client) calls in and indicates that they cannot login to their desktops in the office and the power to their office seems to have gone out overnight.
Their client documentation has updated pictures of their server room and upon logging into the RMTT remote access console for their client systems you notice that their only server (a Windows 2019 Domain Controller) is online but no other device is showing as online. You are also able to login successfully to the DC. Tobias notes that all computers are turned on in the office. What steps do you take to bring full connectivity to this environment?
As a remote technician, you utilize text based instant text messaging/chat (for both internal and external communications), voice calls and email as methods of communication.
On one occasion, you are on a phone call with a client who is having trouble printing to one of the 3 printers in her office. While on that call, you see that a member of the RMTT Dispatch team attempted to call you. Then they followed up with an urgent chat message that a different client has called in with an urgent request about a server being down and are inquiring about your availability to help. How do you handle this situation?