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[–] 9761608 0 points 0 points (+0|-0) ago 

That sounds painful. Being tier 2 or 3 support isn't nearly as bad; sometimes I feel bad for the people stuck on the front lines.

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[–] Gravspeed [S] 0 points 0 points (+0|-0) ago 

tier 3 here... whoever said shit rolls downhill hasn't spent much time on the top of the hill.

at least i didn't have to talk to that customer, i just have to explain it to her boss.

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[–] 9761729 0 points 0 points (+0|-0) ago 

All I know is that unless something has a work order that's been approved by management and assigned to me, it is not my issue to deal with. I'll pick up some odds and ends here and there, but no ticket -> no expectations of something being done by me.

The paperwork is kind of a pain sometimes, but it does make work expectations clear at least.