Help !! I now support Mac

Andy27981

Hi All

Im going out to a customer site next week where i will be supporting mac's

I have only looked at them in shop windows before so if you could recommend crash course resources....

Thanks
Andy

FRM

lol pick the deal up off adverts.ie by any chance Andy ??? lol....

MAC's can be a pain in the bum... I did a bit of work on them in London for some media agencies....

What help you looking for ???

Andy27981

lol

anything really. just light reading over the weekend...

Dont want to look like a complete noob when I arrive on monday morning :rolleyes:

Is there a mac osx exam like there is for 2k, xp - some learning resources for that I suppose

Cheers
Andy

Andy27981

why move this, surely going to get more replys in general thread ?

(general question please dont take offence )

Karoma

Andy27981 wrote: »

why move this, surely going to get more replys in general thread ?

(general question please dont take offence )

Mac topic goes in Mac forum. Please don't put a thread in another forum simply because you'll think you'll get more people reading it.

10.3:
http://movies.atomiclearning.com/k12/macosxpanther

10.x:
Have a look on lynda.com - video tutorials. There should be some sample chapters free.

kevmac

How much will you be charging for your Mac 'expertise'?

I'd say it's fair to tell them the truth and charge a nominal amount.

Do you think that's allright?

WizZard

Why would you think you can "support" a Mac if you've never even used one?
Does the customer know this?

440Hz

WizZard wrote: »

Why would you think you can "support" a Mac if you've never even used one?

My thoughts exactly...

Andy27981

jeez I was just looking for a point in the right drection..... I didnt expect a slating.....your comments re: "expertise" are a little unfair.....

I wont be charging anything although im sure my company gets paid plenty of £££'s . Small company with 70 odd users, some of whom use MAC's...

Andy27981

Karoma wrote: »

10.3:
http://movies.atomiclearning.com/k12/macosxpanther

10.x:
Have a look on lynda.com - video tutorials. There should be some sample chapters free.

Thankyou sir..........useful resources, appreciated :cool:

ZENER

Andy27981 wrote: »

jeez I was just looking for a point in the right drection..... I didnt expect a slating.....your comments re: "expertise" are a little unfair.....

How so ? You're offering a service to a customer who expects you to be able to deliver a level of service. By your comments you don't know anything about the Mac OS or system. What level of service are you or your employers expecting to deliver ? I would guess that the customer in not important here at all and that profit is the only motive. I also foresee a lot of questions posted in this forum seeking help to provide this "service" ?!

Also I take it as an insult that you would think a quick post from someone on a forum could educate you on the mac like it would a TV or DVD player. Show some respect to us - you will obviously need us in the near future . . .

ZEN

Andy27981

ZEN - please dont take offence. It was not my intention to insult you or anyone else.

Please dont assume I think that "a simple post" on a forum will not give me all the knowledge I need

Put your self in my shoes for a minute - im a junior support engineer I have been working the field for a yr and a half, helpdesk on site visits etc....At 4.30 @ work friday evening Im told im going to a new customer site on monday - they have some users with macs. My first thought is ... ok get some info and do some reading over the weekend, hence I post here.

Again apologies to you and anyone else who posts here regulary whom ive annoyed. It was not my intention to offend

Thanks

Andy

uncle_sam_ie

Just get a book.http://www.amazon.co.uk/Mac-OS-Missing-Manual-Tiger/dp/0596009410/ref=sr_1_1?ie=UTF8&s=books&qid=1195311013&sr=1-1

Roen

Andy, have you any experience with linux/unix type operating systems? It'll definitely be an advantage if you do.

A little more info on what the place you're being sent to does would help. I mean are all the mac users part of a design team, a coding team, a validation team......so on, so forth. What they do will by and large dictate the type of support you have to provide.

I'd be upfront with any mac user that you attend to in the new site, the users themselves will probably be your greatest learning asset after all, and if you can get them onside you will hopefully find most people are willing to help you to help them.

And remember, problem solving and troubleshooting are not really about an OS specific skill set, they're more about a mindset. If you can apply yourself logically to problems and work through things with a sound methodology you should be ok.

Best of luck.

Andy27981

Thanks for the advice Roen appreciated.

Unfortunatly re: linux\unix - In a commercial enviornment, no experience :rolleyes:

I think in reality as advised previously im going to be open and honest with users and like you say approach things logically. Will also build a mac for myself and have a play with it\break it !!!

Thanks again
Andy

WizZard

Andy27981 wrote: »

Will also build a mac for myself and have a play with it\break it !!!

You can't really "build" a Mac the same way you can build a cheap PC. It's a closed hardware platform.
Have a read of this and follow as many links from that page as you have time for to try to understand what the Mac is.
This may also be helpful

Andy27981

Thanks for your reply Wizzard, I ment build in a software sense ie grab a mac and reinstall osx ( for the experience) and start my learning from there.

Thanks for the links appreciated !

Andy

Andy27981

wizzard thanks again.... interesting read this

http://www.kernelthread.com/mac/osx/

marco_polo

In the IT support world it is not unusual to encounter systems or software that you do not have prior experience of, and asked for a few links to give him a few pointers in the right direction so he could get up to speed (IN HIS OWN TIME) for which I would give him much credit.

Not sure what was the point of all the hostility toward the OP. It certainly wouldn't encourage me to ask for advice here if I had a Mac problem.

440Hz

marco_polo wrote: »

Not sure what was the point of all the hostility toward the OP. It certainly wouldn't encourage me to ask for advice here if I had a Mac problem.

Have to agree with that to be honest. Initially, I was surprised by the post ^^, but once the OP explained what and why he was looking for I really expected more helpful posts.

@OP, I'm sorry if this thread has turned you off, I really hope it hasn't. People on here can get a little overly defensive about our "Mac love" sometimes, but hopefully if you browse around the forum you will see that we are in fact a helpful bunch and will be more than happy to answer questions. I think it was just the way the initial post came across that got people a little defensive, but its certainly not a true reflection of how helpful people on here are.

BanzaiBk

OP I would def. reccommend to read a basic book about the workings of OSX. When you combine that with hands on use and you're already existing IT skills it shouldn't take you too long to learn the ropes.

Eric Cartman

what do you need to know, for 50 quid ill go to yours and give you a 2 hour crash course in macs software, setup, networking etc...

marco_polo

440Hz wrote: »

Have to agree with that to be honest. Initially, I was surprised by the post ^^, but once the OP explained what and why he was looking for I really expected more helpful posts.

@OP, I'm sorry if this thread has turned you off, I really hope it hasn't. People on here can get a little overly defensive about our "Mac love" sometimes, but hopefully if you browse around the forum you will see that we are in fact a helpful bunch and will be more than happy to answer questions. I think it was just the way the initial post came across that got people a little defensive, but its certainly not a true reflection of how helpful people on here are.

Ah not at all I'm all for "Mac love". .

My brother brought a mac laptop recently and it is a super piece of kit. I hadn't seen an Apple computer in about 15 years, so I was definately impressed by the way things have changed in the intervening years

ZENER

I suppose my post was probably the most unwelcoming of all those here so I should apologise for being a bit hasty in my judgement of the OP.

Credit where it's due I guess - at least you had the good sense to approach real Mac users rather than wing it like some others might. Being a Mac user on Boards is akin to supporting ManU in a Liverpool thread - always on the defensive - hence my abrupt reply! If you don't believe me try recommending an Apple MacBook on the Laptops forum and count to 10 - you'll have been banned before you reach 9 !

Anyway, as someone else said above, if you're in any way familiar with Linux/Unix and are not afraid to lift the hood - so to speak - The Mac is easy to get to grips with.

Think of Windows XP and Vista . . . done right !!!???

ZEN

SouperComputer

<snip>

As far installing OS X goes. Pop in the disk, Hold down C while booting machine. When the installation environment boots, use disk utility or partition/format as needed. Select target drive. Reboot, install updates.

Thats it! No drivers BS to deal with, at least not for the Mac itself anyway. The hardware itself is not as proprietary as many would have you believe. Generally HD's, optical drives and RAM that are used in PC's can be used in Macs of the same eire. You can overclock them too if you feel so inclined.

You can install OS X on everyday PC hardware, but its neither streightforward or legal.

Supporting Macs is joy compared to windows-based computers IME. Id say about 70% of my work was Windows-Centric when I was back home.

Andy27981

guys thanks for the replies and again apologies if my first post appeared a little brash, in hindsite there was not enough backround info. The first frw days havnt been too bad, turns out there are only 3/4 mac users - so has'nt been too bad. There is a mac file server - so im getting to grips with that, but am so busy with other stuff havnt had a chance to play with that yet. One question:

One of the mac users running osx is unable to open mac word docs saved on desktop etc. when he double clicks on the file he gets an error (unspecified) he has to make word active in the task bar in the bottom before being able to open the files.. I havnt had a look yet but he is due in tomorrow. I presume there is a detect and repair function on mac word like there is on ms word?

<snip>

SouperComputer

@ Souper: mmm might be interested in that - could have some fun with that, where abouts are you based

Well, im now based in the US, but the Mac and a host of other stuff, is in Finglas.

Ham'nd'egger

Andy27981 wrote: »

One of the mac users running osx is unable to open mac word docs saved on desktop etc. when he double clicks on the file he gets an error (unspecified) he has to make word active in the task bar in the bottom before being able to open the files.. I havnt had a look yet but he is due in tomorrow. I presume there is a detect and repair function on mac word like there is on ms word?

There is an issue with some Intel based Macs and Office, whereby MS Word won't open documents as described; I experience it at times. You may find that MS Office Trial is still installed in the Mac; erase it and you ought to see some improvement for the time being though I won't claim this as a total solution to this issue.

Oriel

440Hz wrote: »

I'm sorry if this thread has turned you off, I really hope it hasn't.

I really hope it has.
OP, you know absolutely nothing about Macs. You should be posting in the Work forum complaining why your boss has sent you to do something that you clearly can't do.
You know less about your job than the people using the Macs you have to "support".
Own up, be honest, before you get in trouble.

Oriel

SouperComputer wrote: »

shameless plug....

I have a PowerMac G3 for sale if you are interested. 125e and she's yours.

/shameless plug

This has been here for nearly 24 hours while mods have clearly viewed the thread.
This has not been deleted.
And I got a warning for saying that I "might" and to sell my iPhone "in the near future".

Joke.

That is all.

440Hz

No in thread trading please. Thanks.

No back seat modding either thanks, this is against boards.ie rules and can result in an infraction.

Oriel

440Hz wrote: »

No in thread trading please. Thanks.

No back seat modding either thanks, this is against boards.ie rules and can result in an infraction.

Don't you mean "No in-thread advertising"?
I simply suggest that the mods sit in the front seat.
That would have gone unnoticed if it wasn't for me bringing it up. Personally, I don't give a crap about who advertises what on here. It's only an internet forum after all.
I just think that I got "warned" about for much less. It's like getting a speeding ticket for doing 40mph while somebody flies past at 70mph...

That's all I have to say on the matter.
Again, OP, I advise that you go to your boss about the matter, don't take a crash course in Macs here.

440Hz

I'm sure it would have been reported by someone else, or would have been spotted tomorrow, no need for you to worry, thanks anyway.

And seeing as an offer and an interest were posted its more trading but whatever makes you happy, 'advertising' it is.

@OP, sorry I can't offer any advice on your last query, I avoid Microsoft Word like the plague, but im sure someone on here will have some ideas tomorrow.

Thumper Long

Andy27981 wrote: »

One of the mac users running osx is unable to open mac word docs saved on desktop etc. when he double clicks on the file he gets an error (unspecified) he has to make word active in the task bar in the bottom before being able to open the files.. I havnt had a look yet but he is due in tomorrow. I presume there is a detect and repair function on mac word like there is on ms word?

<snip>

There is no detect and repair ala the windows version i'm afraid. You could start by dumping the word preference file in UsersHomeFolder>library>preferences>com.microsoft.word.plist just fling it in the trash and then make sure that you restart word, this preference file will be regenerated automatically when you restart word. if that fails run autoupdate for word from applications folder or word>help>check for updates. if its still not fixed reinstall the app.

eth0_

440Hz wrote: »

@OP, sorry I can't offer any advice on your last query, I avoid Microsoft Word like the plague, but im sure someone on here will have some ideas tomorrow.

Me too, I encourage my mac users to use Google Docs or Open Office. Word = bloaty.

Oriel - no one reported that offer of in-thread dealing, and you should have clicked on the 'report post' button rather than drag your petty sniping at 440Hz to yet ANOTHER thread.

eth0_

Oriel wrote: »

I really hope it has.
OP, you know absolutely nothing about Macs. You should be posting in the Work forum complaining why your boss has sent you to do something that you clearly can't do.
You know less about your job than the people using the Macs you have to "support".
Own up, be honest, before you get in trouble.

Clearly you have never worked in I.T contracting :rolleyes:
The OP said he is employed by a company that sends him to different places to work for a few weeks. They know his experience, they will know if he had mac experience or not. And as he said, there's just a small amount of macs in the company.

With the aid of this thing called "Google", i'm sure the OP will mostly get by ok.

It's really none of your business if you think he isn't qualified to work somewhere.

Oriel

eth0_ wrote: »

It's really none of your business if you think he isn't qualified to work somewhere.

Sure it is if he comes here asking for help on something that he's not qualified at.
I'm sure you can find certain basic Mac functionality on google, but Tech Support? I doubt it.

440Hz

eth0_ wrote: »

Me too, I encourage my mac users to use Google Docs or Open Office. Word = bloaty.

I used to use Open Office, then Pages, now I mostly use Bean. Free and it works, unlike Word.

eth0_

Oriel wrote: »

Sure it is if he comes here asking for help on something that he's not qualified at.

He asked ONE question, he's not bombarding this forum with questions on how to do his job. Please get over it.

Cabaal

some people on this thread need to breath and relax, the op wasn't trying to hide anything

He made it clear he had no experience and what he needed the info for, he's hardly bombarding the forum with questions, he's simply looking for advice

440Hz

Cabaal wrote: »

he's simply looking for advice

Which is what this place is about tbh. Discussion and advice.

SouperComputer

I think you are on shaky ground to begin with Oriel, although I mentioned the "article", I also contributed to the thread, unlike some I say article as I wouldn't want you to get too upset.

Oriel wrote:

I just think that I got "warned" about for much less. It's like getting a speeding ticket for doing 40mph while somebody flies past at 70mph

Well what can I say, some people just draw attention to themselves I suppose. Who said I wasn't warned?

Anyway, thats all I have to say on that, im going to waste my time debating it.

@op, macfixit.com is a handy resource too, as well as experts-exchange.

Hugh_C

Oriel wrote: »

And I got a warning for saying that I "might" and to sell my iPhone "in the near future".

Difference is you might actually find someone to buy the iPhone (whereas who in their right mind would buy a G3?

SouperComputer

hughchal wrote: »

Difference is you might actually find someone to buy the iPhone (whereas who in their right mind would buy a G3?

HAHA, come on G3's look cool and they are much harder to misplace:)

Agent Smith

i am ment to be able to support msc's in work.....



i'll be honnest, i had to ring someone in college to ask how to i log off one day.

440Hz

agent smith wrote: »

i'll be honnest, i had to ring someone in college to ask how to i log off one day.

hehe, was that long ago? How are you getting on now.

Tbh, I reckon if someone is anyway computer literate at all they will pick this stuff up quickly and easily, you lot will be grand, just needs some adjustment and relearning to bring you to the bright side And, sure we are here for questions in the meantime