What the work involves.
WHAT THE WORK IS
Resolving problems Fulfilling requests Maintaining systems Documenting Communicating
WHAT DISTINGUISHES GOOD SUPPORT
Resolving the actual problem rather than the reported symptom Preventing recurrence Leaving accurate records Treating people well
WHAT SKILLS MATTER
Structured diagnosis Breadth of knowledge across systems Clear communication Patience Composure under pressure
WHAT MATTERS AS MUCH AS TECHNICAL SKILL
Judgement about when to stop and escalate.
WHY
Time lost persisting is time the user is not working.
WHAT SUPPORT TEACHES
The environment, faster than any other role.
WHY
Every system eventually produces an incident.
WHAT TO BUILD
A reputation for reliability: doing what you said, when you said.
WHAT TO AVOID
Promising what you cannot deliver Closing things that are not resolved Blaming users or other teams
WHAT TO DEVELOP
Depth in something, alongside breadth.
