In tech support, reactive work is standard operating procedure. We log in, open the queue, and immediately start putting out fires. A ticket comes in, we fix it, close it, and move on to the next one.
Many people raised in support or development instinctively triage their time: if it ain’t broke, don’t fix it. But true proactivity—the personal drive to work toward a better tomorrow whilst the majority keeps the wheels from falling off—seems to be a rare superpower.
Two Ways to Handle the Same Ticket
- Person A (The Firefighter): Their immediate thought is to fix the issue. Then if there is time, they’ll look into what caused it.
- Person B (The Systems Thinker): Their immediate thought is to stop the issue from happening again. Then if there is time, they’ll look into fixing it for today.
The payoff happens the next day:
- Person A may be stuck fixing the exact same issue all over again.
- Person B has permanently deleted a class of problem and moved on.
The Myth of “If Only We Had More Time”
We’ve all heard, “If only we had more time we’d definitely investigate the root cause”. It sounds convincing, but just isn’t true. Working proactively isn’t “relaxed troubleshooting”—it’s a completely different animal.
Imagine I waved a magic wand and made a clone of you to handle your work today, leaving you free to focus entirely on a better tomorrow. You start your day with routine morning checks, and the rest of the day is spent fixing the issues and flaws they reveal.
There is no dopamine hit, no closing tickets, no pats on the back, and no sign anyone knows (or even cares) what you spent your day doing, as there is no obvious result. The issues you fixed didn’t happen.
How long could you sustain that daily routine? a week? a month? a year?
How long before you started looking for something “more important” to do?


