Shady Manager Tries To Impersonate Employee, Tech Support Shuts Manager Down

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mattstaff
Apr 17, 2021 8:00 PM EDT

Honestly, this manager sounds like he's all kinds of shady. It's moments like the one we hear about in this tech support tale that further demonstrate the value of hard working and aware tech support employees. "Joe" was trying to pull off what very well could've been a criminal action. Fortunately though, he came up short and got humiliated in the process. 

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  • 01
    Font - r/talesfromtechsupport + Join u/montvious · 19h 1 @ 2 1 Manager impersonates employee after we refuse to set up MFA on his phone Short This one is a funny story, back from my L1 days. One day, we have an associate come into chat saying that their direct report can not access his Microsoft account and is hitting a roadblock in the Azure SSO MFA step. In order to reset it, we either need the direct manager's approval or the associate to verify their SSN, but we won't set it up so the manage
    via u/montvious
  • 02
    Font - The first interaction is pretty standard: he comes in, he says he needs to reset the associate's MFA and put it on his phone. I inform him that while I can reset it with verification, I can not set it up on his phone, and it has to be setup on the device of the associate whom the account belongs to. He obviously gets very annoyed and, like some managers do, starts to say: "well, you guys have done this before" and "why won't you do it now?" I remind him it's always been done like that and
    via u/montvious
  • 03
    Handwriting - I see him pop up in our queue again, and I pick up the chat (just because I know the situation) and he instantly leaves when he sees me again. He comes back in again and one of my coworkers gets him. I tell him the situation, and he basically says what I said, along with noting the ticket and informing management.
    via u/montvious
  • 04
    Font - The guy doesn't come back for like 4 hours, but it's different this time: the guy whose devices it was comes in. I picked it deliberately and the associate was providing all of the correct information, but I was skeptical (and needed to call to verify their SSN anyways), so l asked him if he would be alright to call him to set it up, to which he agreed. Here's how that went: (Let's say the manager is Joe, and the associate is Dave (Idd))
    via u/montvious
  • 05
    Handwriting - Me: "Hey, this is <me> with <company> Desktop Support! I'm speaking to Dave, right?" Joe: "Yes, this is Dave. I am Dave. Dave Idd." Me: "Great, so I see l'm in the right place. Just so we can continue, Dave, can you please provide me with the last 4 digits of your social security number?"
    via u/montvious
  • 06
    Font - silence ensues Me: "Dave?" Joe: "Um... ummm...." Me: "Is everything alright, Dave?" Joe: "I'm afraid I don't know what it is..." Me: "If you need a minute, that's alright." Joe: "I don't have it." Me: "Okay, Joe! If you need any more help, please feel free to give us a call back!" Joe: hangs up
    via u/montvious
  • 07
    Font - It felt good to get him with that one. Sure enough, the actual guy called in later and we were able to get him sorted. 2.3k 99 ↑, Share
    via u/montvious
  • 08
    Product - TechnOght • 17h Ever find out why the manager was trying to falsify the MFA credentials of their employee? Did the manager get fired? If an employee did that they'd get fired. G Reply 4 218 ... tailaka • 16h I'm wondering if this was really the manager and not a coworker trying to gain access to Dave's acct. Either way, why try to get into Dave's acct? What are they trying to access or steal?? 125 3 montvious • 16h It was the manager, I verified him before he revealed the associate was
    via u/montvious
  • 09
    Font - TurkeyMachine • 17h Sounds like a great way to get the sack. It's the entitlement of the managers that gets me. I understand you manage those staff but breaking into an account you don't own is still a) illegal, b) not your job and c) breaks terms and conditions for the access. G Reply 73 3 ...
    via u/montvious

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