Level 2 Technical Support Job Description

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.

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.

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.

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.

Customer Support: The Role of Tier 1 and L2

The more customers you acquire, the more your business grows. The bigger your need for a support team is, the more customers you have. A team that will help when something goes wrong.

A team of qualified support consultants are needed to find and resolve customer's issues. It plays a big role increasing its efficiency. There is only one answer to this.

The number of customer tickets increases when a company is growing. Unless you implement a structure that organizes, you can experience a lack of organization and a decrease in customers satisfaction. Customers and a support team can benefit from using Tier 0.

The team will be able to focus on more complex tickets. Customers will feel better about themselves if they resolve their issues themselves. L2 agents are more specialized than L1 consultants.

The role of the Business Analyst in DSDM project management

The Agile teams need to learn from their experience and adopt the empowering leadership style which allows them to adapt and enhance process. The freedom of the solution development team is important. To get to an end point by itself, within an empowerment framework for the team.

The responsibilities of the roles need to be fulfilled in order for them to be appropriately engaged in the project. The project needs to be aligned to the business need and the project needs to be generating a solution to the agreed quality in order to remain viable. Roles need to be involved in high-level reviews and planning sessions where key issues and strategic decisions need their input.

Their involvement is not normally needed or expected day to day but is more likely to be focused around the beginning and end of Timeboxes and perhaps at key review points within them. The role of the Solution Development Team needs to be active in the project on a day-to-day basis, working at the detailed level. The success of a DSDM project depends on the active involvement of the business users.

Technical Support Engineers

Technical support engineers need to be able to communicate technical issues to colleagues and customers with a variety of background, which means they need to be able to explain the issues and fixes in a way that is equally understood by the tech guru and the tech-challenged user. They need to be good at listening and solve the problem. Tech support engineers have to deal with impatient clients.

People can be rude. Tech support engineers need to rise above and not be angry. They need to be able to calmly help solve the problem.

Dealing with customers and clients requires a lot of patience, kindness and understanding. Technical support engineer jobs require hard skills. IT support engineers need at least an associate's degree in computer science.