Opinions about technicial styles

N2IT

I am senior lead over a group of techs. They perform break fix work and IMAC (Install Moves Adds Changes) along with building machines. This includes servers, desktops, laptops, handheld devices etc. There are other elements to the job, but this is the core responsibilities from a technicial perspective.

Do you think it's easier to teach people the software element or the break fix element? As off now it seems a lot of people claim break fix knowlege, but only very few can do it with the speed and accuracy required for this position.

Just the other day I was discussing this with another IT manager and his thoughts were you either can do break fix or you can't. However he can teach just about anyone how to build servers, workstations, and laptops. I tend to agree from my small sample set.

What have you encountered? It seems like break fix is either in or out. Not much middle ground.

WafflesAndRootbeer

Break/Fix is something you really only get with experience like it is with cars. Even classes can't teach it properly though they can teach it in a minimalist capacity if the curriculum is somewhat sound. I know this because I've had to correct both teachers and students on it in classes I was required to take (but obviously didn't need) because they simply don't have much of it in their skillset or only knew limited ways of doing things based on what little experience they have. Software is the same way but truth be told, if you give someone well-written documentation for specific problems, they can wing a lot of tasks until it all becomes second nature to them.

Psoasman

I think a lot of this comes with on the job experience. Using a lab to do break/fix and doing it in the real world are quite different. I am finding that the end user is the variable.

You need to have some solid technical knowledge, as well as soft skills. There are times when that small nugget of information that the user gives will often save time and expense.

Personally, I have gotten a lot more confident at break/fix issues at work by the sheer volume of calls, self-study, and working with the other techs.

shodown

Its picked up over time and you have to be thrown into the fire to figure it out. One of the interesting things about "Break/FIX" is that you can pick this up in a completely different trade. One you gain the fundamentals of the new technology you will be able to procede quicker than those who are learning the new trade from the beginning.

xenodamus

I think it comes from experience as well. I worked in a small time PC Repair shop doing serious harware troubleshooting for years before I ever moved into a corporate environment. When I did, I found that almost none of the techs had extensive hardware break/fix skills. They would spend hours on the phone with manufacturer tech support, because they didn't have the sense to troubleshoot problems correctly before they called in for warranty repairs.

It really is a tough skill to find in desktop techs.

N2IT

Thanks for posting you guys. I agree with what is all said. It seems that the term break fix takes on a different meaning from person to person. In my opinion if you can't switch out a system board on a Dell 6510 or 4310 in less than 45 mins you are struggling. Lenovo's have a few more screws but you should be able to replace an LCD in 30 mins and a system board in 45 mins to an hour. Of course if the system has encryption or specific hardware parts related to the machine that can add to the process.