incident documentation

How Much of an L1/L2 Engineer’s Day Involves Troubleshooting and Root-Cause Analysis?

For L1 and L2 engineering roles, roughly how much of a normal workday is spent testing, troubleshooting, performing root-cause analysis, and identifying and documenting issues? Do these engineers…

How Much Troubleshooting and Root-Cause Analysis Do L1, L2, and L3 Engineers Typically Do?

For an L1 or L2 support engineer, roughly how much of a typical workday is spent testing, troubleshooting, performing root-cause analysis, and identifying and documenting issues? Do these…

How can we ensure Slack requests become properly tracked tickets?

Our organization relies heavily on Slack for IT support, but a recent audit showed that more than 90% of conversations involving agents never result in a ticket—over 1,000…