Level 1 Technical Support Job Description

Multi-Tier Support Systems for Business Applications

Depending on the situation, different technologies may be used to deliver technical support. Direct questions can be answered using telephone calls, text messages, Online chat, Support forums, E-mail or Fax, basic software problems can be addressed over the telephone, and more complicated problems with hardware can be dealt with in person. Businesses that need technical support can use outsourcing to maintain high availability.

Peak call volumes during the day, periods of high activity due to the introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost are some of the reasons why such need may arise. Businesses that need technical support assets can outsourcing their core employees to focus on their work. It also allows them to use specialized personnel with a higher level of technical knowledge, thus providing a higher level of technical support to their employees.

Technical support is often categorized into tiers to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on the business' needs. The best possible service is what the multi-tiered support system is designed to provide.

Tech Support Levels: A New Classification of Support Categories

Technical support teams are responsible for basic customer issues. It is synonymous with first-line support or level 1 support resolving basic technical or semi-technical issues. Tech support in tier 2 is more in-depth.

Tech support reps are more knowledgeable and experienced than tier 1 and it costs more. Administrative support is synonymous with support level 2 or L2 support. Tech support specialists in Tier 2 are responsible for repairing and testing software.

L2 teams often take control of a user's computer for the purpose of finding a solution to the problem. Tech support specialists in Tier 3 are responsible for fixing low level issues. The L3 team works closely with the developers.

Tech support tiers are the scope of technical assistance provided for an IT software or hardware product. It is usually categorized into 3 categories: Tier 1 or L1, Tier 2 or L2, or L3. The support is categorized based on the complexity of the issue.

IT Help Desk Tech Support levels help improve staffing cost and deliver high customer satisfaction. Simple issues are directed to the T1 team. They are less expensive and have less experience.

Technical Support

Technical support is a service that helps users of technology. Technical support is a term used for help desk or service desk. Technical support focuses on helping with a specific user problem or issue.

The team or department may be straddled between the technical world of IT and the practical side of customer service. Technical support can be delivered in a variety of ways, depending on the support level or tier, including by phone, email, live chat or video, online tutorials and how-to's, message boards, and other logging tools. Third-party tools for help desk support include Zendesk, and many others.

Support Technicians in a Support Desk

Businesses that provide technical support, help desk or service desk for IT product consumers are called technical support. The support is different in terms of complexity and therefore the division into different levels. Technical support for a wide range of devices and software is provided by companies.

Depending on the size of your business, you can only have a few employees or an entire department. The technical support team helps through online and offline help. Depending on your needs and resources, you can either hire an in-house team or outsourcing technical support.

The Level 2 technician will communicate with the user for an in-depth analysis of the problem before providing a solution. The query moves up to Level 3 support if a solution is not available. Level 2 support personnel have a deep understanding of the company products and have experience in the field.

Level 2 support technicians have access to all company information and have more experience working for the company. Tier 2 technicians may have experience with programming or using the products, but not necessarily with architects or engineers directly involved in creating the hardware or software in question. When staffing Level 2 support, look for support technicians.

When a user query goes up to Level 3 support, the technicians try to find the root cause of the problem by looking into code and designs in a lab setting. The technicians can raise the issue with the company and make changes to the product to get the help they need. Some queries may be forwarded for review by Level 4 support.