Honest Rant of an ex-Support Engineer
I’ll be honest with this one. I’ve heard of a recent news from some friends of mine about something pretty shocking. So I am compelled to write about my own views and opinions regarding this matter.
For the uninitiated, I was once a technical support engineer (I have no real idea why they call us an engineer, but it is a nice position name nonetheless) working with the world’s biggest IT company, supporting their clients’ Unix systems. Servers, actually. On my second year onwards, I was promoted to a managerial role, where I have to manage the team that I was on. I held this position for two years. I know, it is not much of an experience, but there are a lot of things that I’ve learned, both consciously or subconsciously .
Let’s drill down on the complaints bit and work from there. Typically, this is what I’ve heard throughout my tenure:
- Our Pay Is Not Enough, n company pays higher. Our friend got paid higher
- Our working hours are crap
- I don’t like night shifts
Yes this post is dedicated to many of my friends who are still working in this company, even the select few that seems nothing but trouble. Here’s some input from your ex-manager.
Our Pay Is Not Enough, n company pays higher. Our friend got paid higher
This is a typical statement made by almost any employees that are paid monthly salary. Everyone thinks they deserve to be paid four times more than they’re receiving now, while doing a quarter amount of work that they are doing. This cycle will repeat even after their salary is quadrupled, if ever.
While I do agree that some companies do pay lower than another for what it seems like the same kind of work, but you need to remember, that the opportunity is not something that you can calculate with money. Sure, your friends that work at the other company get paid more, but if you were to try for that, would you get the same job? Does the company even have enough openings? Treasure what you have now.
I do agree that this company I used to work with is not the kind that pays lavishly. But I personally don’t think their pay is that low either. Having seen how the recruitments have been conducted, here is what I think the problems are:
- You have weak negotiation skills – for most cases you can negotiate the amount of salary that they offer. Sure, they do have a range of what they think the acceptable salary for your position is, but you can still try to negotiate.
- You are desperate – let’s face it. There are tens of thousands of graduates each year, clenching their degrees in their hands, venturing into the working world. Competitions are aplenty, and most people don’t have the edge that can ensure them their dream job immediately. Everyone starts from scratch again. So to ensure that you actually have a job, you seize the offer, without thinking about what it comes with – the salary, the working hours, the commitments. In fact, most of you that I’ve interviewed said yes to all the questions. Without doubt.
- You are stupid – You know, everyone can do one thing for sure – decision making. You CAN decide as to whether you want to take up the offer or otherwise. If you think it’s not what you are expecting, turn it down. Look elsewhere. Don’t desperately (see point above) take it and complain all year long, giving everyone headache afterwards
Our Working Hours Are Crap
If you ask my opinion, the working hour model given by this company is one of the best in the market. I personally have lots of friends that work in various IT companies (in the support line) that have almost no life due to their working hours. Let’s put it in perspective with some examples:
- Some don’t have fixed off days and work days. They work two days day shift, two days night shift, then they go on a 4-day leave. If you calculate this, it means that they don’t have the privilege of ensuring that Fridays is always off for them. Rather, they have to check the schedule from time to time to see which day they’re working and which they’re not.
- Crap working hours? Would you want a 5-day job, 8 hours per day, but you work from 12am – 9am, all your life in that position. I have a housemate that is working in that kind of time frame, and honestly it affects my relationship with him because I hardly see and talk to him anymore. He comes back at 9.30am and sleeps up till dinner time and then wakes up, has dinner and goes back to work at 12am. He can’t sleep well in the days because of the sunlight, the noise of people moving around the neighborhood. He’s practically a zombie now. Do you want that?
- I personally miss my “4 days work, 3 days off, 3days work and 4days off” schedule. I can do TONS of things at times where the roads, malls, offices are less busy with other people who can only do it on weekends. I don’t have to queue much, I don’t have to fight for parking when I shop. I love it. In fact, you can even run some side-income stuff while you’re off.
I don’t like night shifts
As for this explanation, refer to the first section – “You are stupid“. You know you can make a decision or a choice. But you didn’t do it after properly considering the commitments. You said okay because you’re desperate.
Stop Complaining, Start Learning!
Lots of you guys that I chat up with during my tenure don’t even understand how the business is run. What is the logic of doing certain seemingly redundant steps in troubleshooting? So you will end up with solid knowledge of how to use the ticketing tool, and how to check for certain issues on the server, but you have totally no idea why it is done in such a way, why you need to click here and there, why do you issue certain commands even though it seems useless.
The thing is, you KNOW, but you don’t know WHY
So why don’t you guys cut the crap and focus on learning how the entire operation works. Next time your manager asks you for improvement ideas, as the person who’s on the field itself, you should be able to give them decent suggestions on how to improve the workflow, to make things more efficient and clear. You won’t get any feedback or useful information if you just keep on asking as to why you are not paid the same as someone else in some other company.
Speaking of salary. Stop comparing yourselves with someone who earns higher. Why do people never compare themselves to their acquaintances that earns lower? You should compare both and see where you stand. It is never a competition of earning – it’s about what you believe in doing, and what you learn while doing it.
Want to be the manager? Start learning real operational knowledge. That was the secret of my express promotion.
This is a VERY good entry, dude. Not to say that the rest aren’t good, this just top the goodies in your blog. (deyy, panjangnye, mau lawan sama gua punya entry panjang kaaaa? :P )
and what’s with the evil-frankenstein-from-the-yonder-with-red-eyes thing? hehehehehe… that made me laugh like an idiot in my office seeehhhhh…..
and seeing the issue from another POV really put it together now. Most people just complaint, without actually asking for the explanation and opinion from their superior…
thanks for this entry bro… XD
That was my miserable attempt to make a zombie. But ah well, I guess you get the picture right?
Thank you!
what is operational knowledge? mean you are in haulage and you learn about the operation of haulage?
Yep you got it almost right.
Of course, it is impossible to know everything about the business operation if you’re a mere employee down there doing all the hard work. But the problem I observe is that, why do these people just mindlessly do their job and spend the rest of the remaining time to complain and complain?
I think observing the operation, and have more talks to your manager about the business and the operations of the office can yeild you more benefit than the complains.
It might look like sucking up to the boss, but I think this is the right way to suck up to him.
Quoted for truth.
You have clearlye demonstrated an insight people like me (those working on a definite-finite payroll) should pay attention to, heh!
Your 1337 3d17 5k1llz 0wnz0r m4d…
That aside, I can actually relate to that “5 day-week but technically working round the clock” part. Been there, done that, survived too (so far)… not exactly the most pleasant experience, but it really depends on how I want to look at it. Perception is the keyword here.
The frequent complainers should just jump to where they assumed as the greener pasture. What’s stopping them? Of course, there’s the risk where the grass is not as green as they hoped. If one really wanted the pay rise/great perks/whatever, they’ll have to take that risk then :).
I assume your post is aimed at those who work under certain defined work process. I wonder how they’ll fare under a system that has none of it (or even better, a system with a seemingly existing work processes, but in reality just a huge pile of mess)?
Yeah man, I remembered the days where you were early on your previous job, where you have to stay at the office up till insane hours at night just to make sure the routers aren’t behaving like ungrateful imbeciles.
On paper? it’a just a 9-5 job. In reality? god knows. At least on the shift job point of view, it’s pretty fixed. Especially when it comes to a 24-hr shift pattern where you work 12 hours, and you work exactly 12 hours (okay, maybe deviate by like, 5% sometimes).
Totally agree…wholeheartly…shit I pay u my arm and leg for it….kakaka…XD
This the word from Jin, the lazy guy who seem do nothing much but get lot of good stuff…
Know what you want.
If you want money, find a job that will definitely earn lot of money…(etc: SAP)
work your ass up to the work and try to fit into the job.
Problem is….if you are one of those guy that ask this question, i guess what you do everyday is just complaining and not try to improve yourself.
My previous job should be a dream job for most ppl…
Work Flexi time, I don’t even need to be in office nor online unless there is a meeting.
I spend most of my time in starbucks…lepak around…learn new stuff…doing my own stuff…
By norm, i go to office like 2 day per week…I wake up when I feel like it…
Is it the dream job for ya?
You just fail to see the big picture. I am in Incident Response team, when there is a serious breach happen, I am the first in contact and i need to coordinate all the stuff and make critical decision.
I was in going to gym, my phone email give me a alert (24/7 email) and i need to find the nearest starbucks and take a look at the issue, most of the time, i rush back to office for better connection and stuff…
I have to stay up >10 hour when there is a issue happen, there is a case where i stay up 36 hour…and you hold the most responsible and you have to make the call…coz your call will affect the whole company operation.
It really fun…really put myself in some great stuff and I learn a lot.
If wasn’t for my dream of traveling around the world and try to get myself into more decision making role…I won’t change my job.
Last by not least….dun complain….find a solution and discuss with your boss/peer.
If still doesn’t work out…get a new job, if you are so talented as you think you are…job find you…not you find job :P
If you try very hard but still cannot get a job that fit your need. start a new company lor…
Then you can complain all you want to yourself XD
This is a really informative and useful post! Cute pics you’ve posted in as well. ;)
Thank you ‘possible-addict’, for dropping by my blog! Glad you like those pics I’ve posted! Linked u in my blog! Cheers! =P
Great advise and very practical too :) Keep it up!
Done AdsVantage here too…
fird, you mean hands on experience? i feel this is important. at least when your staff resign, you don’t kelam kabut
but, being in back room, i m so busy till no time to communicate.
btw, i do likew feedback(aka complain) coz most of the not-complaining staff, the moment they talk is when they hand you the letter, ouch!!!!
@jason:
Not hands-on experience. You have the hands on experience when you work. But the knowledge of whats happening around you.
Feedbacks are good of course, but proper ones. If you keep on whining, then it’s just noise.
make company desperate wanted you to stay longer in their company, if that happen you can start demanding more, work less pay more etc.. nowadays people are pay for knowledge.. more knowledge you have more money you make..
so if you still basic worker, stop complaining start learning.. because at that level you mean nothing to the company.. more demand you be, closer you to get sack.
“If you keep on whining, then it’s just noise.”
Wholeheartedly agree on this one. Complaining is fine, yes, but only to a certain degree. You need to reach a point where you realise “Hey, I really should DO something about this!” and proceed to do so.
Failure to reach that level at all is just hopelessness and laziness on the person’s part.
I think this is one heck of a good article (http://howtosplitanatom.com/news/80-of-people-quietly-despise-their-lives/) for whiners in particular.
Soul searching is good for you. One life, live it.
Fantastic article, Nirah! Thanks for sharing!
…..Whoa, That’s pretty dumb. I want that kind of work. LOL! . I mean, i do know the company that you’ve been working with last time is one of the best that offers good salary and time offs. My last working company for the past two years turned me into a zombie. Work day is 6 days per week and they give me 1 day off on every monday. Work time is around 10am – 7pm (morning shift) and 1pm – 10pm (afternoon shifts and full day which is 10am-10pm ( happens any 3days out of 6 days working)
Point is, I will never had the time to actually socialize with my friends other than my colleagues, i can’t actually had enough time to spend quality time with my family. But since that it’s the best that i can get at the time, i have endure it. Pergi kerja, balik, makan, tidur. and that’s my routine almost everyday. ( I think i have the same symptom like ur pal there)
I still can’t understand why they whine when they have a good job like that. =/