Levels of Support & IT
Tier III technical support
Tier III technical support is the most advanced level of customer support and requires a team of Subject Matter Experts (SMEs). These individuals are often engineers, architects, and creators and have access to the most advanced information about a company's product or service. Their role is to diagnose issues and provide solutions. Often, these SMEs will attempt to duplicate the issue and determine the root cause. They may also pass down solutions to the Tier I and II support teams.
In some cases, a tier-II specialist will resolve an issue by searching its database for a solution or workaround. In others, the problem will need to be escalated to a Technology Engineer. Once a tier-II specialist determines this, he or she will send it to the appropriate team of developers.
Tier III personnel may also be involved in the creation of product information. However, they may not possess the specialized knowledge required to handle complicated issues. This group is generally responsible for handling about 70% of user issues before elevating them to a higher tier. This level of support relies on web sources and in-built help spaces.
Technical support in Tier 3 tiers is typically performed by support engineers and account managers. They assist small but high-value customers who have unusual technical issues. They may use remote control tools, software repair, and other methods to try to diagnose the problem. These tiers are often responsible for contract support for items that are not directly serviced by the organization. Some organizations may use Tier III technicians to outsource technical support for their products and services.
Level 2 technical support
Level 2 technical support involves a deeper level of technical support. These individuals handle a variety of hardware and operating systems. Often, these professionals are hired by large multi-tier companies to help them with their clients' needs. This kind of support is ideal for IT professionals who wish to advance their careers in IT. As the name suggests, this level of support offers a complete package of services to help employees succeed in their chosen career path.
A customer may contact customer technical support when they're experiencing trouble with their banking app. For example, a customer might have trouble finding a link to request a loan from a bank. Level 1 support would address the problem and help the customer complete the transaction. This level of support provides assistance for PC software and hardware-related queries.
Level 2 technical support personnel use knowledge resources from their general education and specific knowledge resources provided by the Supplier to address and resolve Problems. When necessary, these personnel collaborate with field service personnel to determine the best way to resolve problems. If, however, they are not able to resolve the issue, they escalate the issue to Level 3 technical support personnel. These individuals should provide all logs and steps necessary to reproduce the problem.
Level 2 technical support is the next level above Level 1. This level of support handles issues related to desktop and laptop systems. It may also share work with Level 3 technicians. These technicians handle troubleshooting, configuration issues, software installation, and hardware repair. These technicians are responsible for ensuring the system continues to function properly.
Level 1 technical support
Level 1 technical support is the first level of support for support & IT issues. In this group, engineers gather information and generate tickets for problems with a company's products. They then analyze the problem and determine the cause. They may refer the customer to higher-level support if necessary.
Level 1 support includes both tech and soft skills. A person with a high level of soft skills may work best in the first level of support, while a person with a high level of technical expertise may be better suited for the second level. Employees of all levels should be trained to improve their technical and soft skills.
Typically, Level 1 support includes answering phone questions and emailing users. It also includes computer hardware and software support services. In the first tier, customers receive help with questions related to PC hardware and software. The customer can ask a question directly to a customer service agent or a member of the IT team.
Level 1 and Level 2 support differ in their level of complexity and availability of resources. They are usually not available for 24/7 service. However, a company may choose to outsource certain types of support. For example, a company may outsource some of its IT work to an outside vendor.
Support and IT
