Your Work Practices

  • Andres R. Sanchez


Throughout this chapter, you will read about the approaches to technical support work itself. I try to derive conceptual principles based on practical approaches to the work. I also provide examples to illustrate the concepts in action. One thing I will not do is tell you how to do your work. I assume you are already good at supporting your customers. Otherwise, you would not be in technical support as this is not a field for the incompetent. Therefore, my approach is to fill in some of the potential gaps and give some practical advice that can be used by any support person, regardless of the technology.


Technical Support Support Person Support Team Repetitive Task Ivory Tower 


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  1. 1.
    “Excellence.” Bloomsbury Business Library—Business & Management Dictionary (January 2007): 2895–2895.Google Scholar
  2. 2.
    James Martin, The Great Transition: Using the Seven Disciplines of Enterprise Engineering to Align People, Technology, and Strategy (New York: Amacom, 1995).Google Scholar

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© CA, Inc. 2009

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  • Andres R. Sanchez

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