The support structure offered by Good2use.com is based on that IBM supplied, at a customer-level, for its traditional mainframe customer in the pre-Microsoft days.
That support was divided into three parts
- Hardware Customer Engineer (CE). These installed IBM hardware products and resolved any problems arising from them. Pretty straight forward.
- Systems Engineer (SE). They were involved both in pre-sales and post-sales activity, but both activities revolved around how to support a customer's business with computer technology.
- Local Software Support - Program Support Representative (PSR) sometimes known as a software CE. This is what I did. This job role was supposedly confined to solving problems that arose in a customer due to defects in IBM supplied software. In truth, because the job was to support the customer it covered both resolving any problems where software had a role to play.
So, if the hardware ce needed some information that the software gathered but didn't give up easily - I would help.
If the use to which the software was being placed didn't support the business as desired - I helped.
In short whatever went on in that account was of importance to me. That is how I approach the support I give to IT. If you use it, have a problem with it, it's of importance to me.
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