Epistemology is the branch of philosophy dealing with knowledge: how we acquire it, how we know that the knowledge we acquire is true, and even what truth is. The scientific method is closely related to a epistemological theory of knowledge called empiricism, which holds that knowledge is acquired through experience gained through the senses. It [...]
When you are first alerted to an issue – whether by telephone, email, monitor turning red, or however else – the possible causes can be nearly infinite. It is your job to effectively and efficiently eliminate possible causes until the one correct cause of trouble is found.
One could conceive of this as an inverted triangle [...]
I wanted to also note that I did start the next part of my essay on troubleshooting but have been spending more time studying (for CCNA) than writing lately. I’ll try to at least post some practical tidbits soon, if not the essay itself. Thanks!
I have worked doing tech support in a variety of situations. Most places I’ve been have done a creditable job documenting their policies and procedures. Some have done well at documenting known issues, their resolutions, specifications and other technical information although it’s not always been well organized or easy to find.
One aspect any technical support [...]
For the next while I am going to be using my personal website to write a series of articles about the fine art of troubleshooting in an IT environment – a subject dear to my heart which I know a thing or two about.