How do you solve complex technical issues? (2024)

I have read most of the comments on troubleshooting machines and control systems but no one has mentioned basic design errors. In my field of industrial control systems i have seen many instances where the components of the system were based on cost and not reliability. One component that constantly fails usually confirms this train of thought. A plant shutdown is more costly than choosing a component that costs tens times more . A well designed system is less likely to fail, whereas a system based on initial cost savings is sure to fail. We as troubleshooters must have an intense and very wide knowledge base due to experience and engineering design.

I would disagree you first need to understand how something is suppose to work first, before you can define the problem. Then once that is grasped you can proceed ask to why am I not getting the expect result. From there the problem is identified.

Isolate the root cause.Once you have gathered enough information, you need to isolate the root cause of the problem. This may involve running diagnostic tests, changing system settings, or even recreatingthe issue in a test environment.

Finding the right solution and the right resources are crucial. The resources should be effective and efficient. Solving a problem with a million dollars after one year when the same problem could have been solved with half the cost in six months with equal or better outcomes is an illusive win. Finding right solution and right resources is the major differentiator

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In order to resolve the issue properly that takes effort and time. If the problem comes back later either something was changed,or it was not fixed to begin with. Root cause analysis is needed so the problem does not return again.

It may not always be a complex answer to a complex question.Always try narrowing down by performing simple troubleshooting steps first. Who knows, a simple system reboot might fix the issue.

Evidence based solution implementation. - Is there a proven and documented best practice? If yes, ADOPT - How do we know how well the solution did? TEST TEST TEST

Once I've identified the most suitable solution, it's time to put it into action and thoroughly test its effectiveness. Following the provided instructions and guidelines meticulously, I ensure every step is documented along with the corresponding results. Prior to making any modifications, I take precautionary measures by backing up both data and system.

Totally agree. Good communication methods are STAR and SBAR- STAR (Situation we intend to solve; Task we identified; Action(s) we took to address the problem; and Result(s) achieved or Recommendations on next steps- SBAR (Situation we intend to solve; Background of how the problem impacted operations and/or outlook of current state; Action(s) we took to address the problem; and Result(s) achieved or Recommendations on next steps

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Communicating the outcome is important, so the team is abreast with what you're doing and how you were able to resolve the issue. It becomes a learning path also for them, should they have a similar issue someday.

Documentation of - What went well- Areas of opportunities - Statement of Work (SOW) and/or Standard Operating Procedures (SOP) for future reference

Said it once, and I'll say it again, $$ Incentivize your L1 and L2 to test and try to break. Its cheaper to pay 100 - 1000k to a L1 or L2 that bonus rather than loose 100X lost production time due to a buggy implementation.I get that IT is often considered a cost sink in terms of doing business - but if done right it is a cost savings. Far too often it is not structured to be a cost savings.(old school tech here)

Seek MentorshipIf you find yourself grappling with a particularly challenging technical issue, consider seeking mentorship from more experienced professionals in your field. A mentor can provide guidance, share insights from their own experiences, and offer constructive feedback. Mentorship can be a valuable resource for personal and professional development.

Be patient.Solving complex problems takes time. Don't expect to find a solution overnight.Be persistent.If you don't find a solution right away, don't give up. Keep working at it until you find a solution that works.Be willing to ask for help.If you are stuck, don't be afraid to ask for help from a colleague, mentor, or online community.Be willing to learn.The more you learn, the better equipped you will be to solve complex problems.

In my experience the first thing I look for is any recent system changes. When was the last time the system was working normally. Recent hardware additions is also another it’sto look for.Personally taking a “Birds Eye view” over the systems involved and how they relate to each other can also help bring some insight to the problem.