Update SupportEngineerRole.md (#384)

Cookbook/Technical-Documents/NewHiresCheckList.md

@@ -25,11 +25,10 @@ As an iOS Engineer, you should be in the following Slack channels:
 * Public:
 	- `#ios`
 	- `#ios-build`
-	- `#ios-usa-support`
 	- `#ios-automation`
 	- `#ios-crash-reports`
 	- `#ios-recruiting`
-
+	
 * Private (ask someone to invite you):
 	- `#ios-underground`
 	- `#ios-questions`

Cookbook/Technical-Documents/SupportEngineerRole.md

@@ -1,34 +1,42 @@
 # Support Engineer Role
 
-As iOS Engineers, we have Squad related work and we also have iOS Chapter work.
+As well as **Squad-related** work, we (iOS engineers) have **iOS Chapter-related** work.
+
+In order to make time for the latter, we have introduced the **Support Role**. Once in a while, every iOS engineer goes on support duty for **two consecutive days** during which Chapter work is prioritised – unless there are critical Squad tasks to be done. In that case, the Support Engineer can ask an iOS Chapter Lead to find someone to replace them.
+
+##### Key Things to Remember:
+
+1. The first thing in the morning that an engineer must do on Support Role is to update the #ios channel's description with their name 
+2. Let your squad know with a week's notice if you are being assigned to Support Role
+
+##### Key Slack Channels:
+
+1. **#ios** (for Support Engineer reference)
+2. **#ios-support-info** (for Support duties discussion)
+
 
-The iOS Team duties are as important as Squad duties, although in some occasions one can have priority over the other.<br>
-When an engineer is on support, these duties have higher priority over Squad duties, however this can change if there is critical Squad work to be done. In this case, the Support Engineer can ask an iOS Chapter Lead to be replaced in their support duties.
 
 ## Duties
 
-* **Update #ios and #ios-usa-support Slack channels topics** The topics should be updated with the iOS Engineers in support for the current day. This update should be done first thing in the morning.
-* **Be available to answer any requests posted in the #ios and #ios-usa-support.** The engineer can either solve the request or delegate to someone who might know how to solve it.
+* **Be available to answer any requests posted in the #ios and #ios-support-info channels.** The engineer can either solve the request or delegate to someone who might know how to solve it.
 * **Pick up tickets from the iOS Platform backlog.** These are tickets that don't have any Squad as an owner and still need to be fixed, or ones for which the Platform team might need some help with.
    * Use this [Kanban board](https://babylonpartners.atlassian.net/secure/RapidBoard.jspa?rapidView=1509) to see the list of pending BAU tickets.
    * But first, ping the platform team directly on Slack to check with them if there is any urgent/blocker ticket that could use some help and would take priority.
    * Discussion of tickets and progress should be posted in #ios-support-info. This channel is used to share knowledge about a tasks progress and potential issues.
 * **Work on personal goals.** Personal goals should be tasks that will help you improve competences in your preferred areas. They are also important tasks that are used, in addition to other metrics, to evaluate your performance. You should only work on these if there is no other task to be picked up from the points defined above and there is no critical work to be done as part of your Squad.
 * **Support handover to next support engineer.** Details / progress on outstanding tasks should be posted on the ticket / in the #ios-support-info channel for the next support engineer to finish off. This prevents us from having multiple half-finished tasks sitting in the backlog without an indication of progress made.
 
+
+
 ## Schedule
 
-A support engineer schedule restarts every sprint.
-Every engineer on support is in this role for two consecutive days.
+The schedule is layed out before the start of each sprint and can be found in both the **iOS Team Plan document** and the **iOS Developers calendar**.
 
-The days an engineer is on support are defined as following:
+The Support Role days are as follows:
 
 * **Support Engineer 1** - Monday and Tuesday
 * **Support Engineer 2** - Wednesday and Thursday
 * **Support Engineer 3** - Friday and Monday
 * **Support Engineer 4** - Tuesday and Wednesday
 * **Support Engineer 5** - Thursday and Friday
 
-The schedule is defined in the iOS Team Plan document and calendar events are also added to the iOS Developers Outlook calendar.
-
-Please let your squad know with a week's notice if you are being assigned to Support