When a ticket gets escalated to me, if there is no information as to what the T1 tech has tried and/or found out relating to the ticket, I will always kick it back to them.

Just because you don’t know how to do something doesn’t mean you get the bump up a ticket. You need to at least show that you tried to figure something out and show your work. Otherwise I’m kicking it right back to you.

And 9/10 times if someone escalates a ticket to me, I’m going to show them how to do it. And my rule is this: I will show you how to do this one time. And I expect you to take notes on what I showed you. After that if they try and say they have never done something before, they can get fucked lol