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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| reply to dstanic
Re: Intermittent loss of connection
"Do the math, that's a lot of tickets between then and now! TWC is hiring like crazy. You can read the ads by searching the internet. A Tier 3 tech gets $40,000 - $60,000 a year. If you read the qualifications, you end up feeling a little sorry for those who make it. They don't last long."
Based on the Customer base and that a ticket is created for every contact across the base that's not unreasonable.
That pay rate is very high.....Most Tier 3's I know have worked their way through to that position, its VERY rare to hire a tier 3 tech off the street. Many get promoted to Noc positions.
Hob
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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dstanic
join:2001-08-05
Yuma, AZ
| said by hobgoblin  :That pay rate is very high.....Most Tier 3's I know have worked their way through to that position, its VERY rare to hire a tier 3 tech off the street. Many get promoted to Noc positions. In a perfect world that holds true. We would all like to think that a company cares enough about it's employees to promote from within, if they have enough qualified personnel to choose from. They also run ads for NOC people as well as Tier 3.
I only speak my views as an IT Professional with 25 years of experience. What bothers me was TWC moving forward to try and cater to the Business Class customer, when they obviously aren't interested in listening to business class needs.
I don't debate their methods of hiring or the people that try to do a good job. I do criticize when we are told that it's Corporate Policy to do things that disrupt service when it doesn't have to be that way.
Global resets to bulk network clients is/was a practice used by many ISP's in the past. That practice dates back to the dial-up days when ISP's flushed networks to ensure load provisioning. Today, many nodes are being over tasked because the object is to over sell regions before NOC and provisioning can get caught up.
Ambit developed a fix in their firmware that I personally had an opportunity to test (1017), by accident. It was like a slap in the face to all those techs and so-called experienced NOC guys. The answer... it wasn't approved by Corporate. At least we know there is a firmware version on the shelf that will solve most of our specific networking issues.
So, we can close our eyes, pray and listen to excuses and do nothing. Or, we can light up their phone lines and demand the service they said they would provide.
A common weakness in business today is making claims that a service can do more than it was designed to do, and hire enough people who will work for peanuts before consideration goes to out-sourcing to maintain profits.
Hob, they bank on the fact that most people will simply bend over and accept things as they are. Look at these forums and other lists... we aren't the only ones wondering what's going on. There is a certain faction of people lurking around here that will always seem satisfied. I'm of a generation that will pay through the nose because I expect things to work. Service and quality is what most of us want, and Corporate Policy is what???
Last year, CEO Glenn Britt earned $9.5M which included a $5.6M bonus. Wouldn't it be nice if they used some of their record profits to keep customers happy? | |
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