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--- products:ict:support:technical_support_levels [2023/11/21 12:37] – [Multi-tiered technical support] wikiadmin
+++ products:ict:support:technical_support_levels [2023/11/21 12:38] (current) – [Multi-tiered technical support] wikiadmin
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 Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians’ understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system.
 **Tier/Level 1 (T1/L1)**
 This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions.The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem." Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool." This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues. Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
 **Tier/Level 2 (T2/L2)**
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 This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized.If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems, however, Tier III personnel must first determine whether or not to solve the problem and may require the customer’s contact information so that the technician can have adequate time to troubleshoot the issue and find a solution.In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.
 **Tier/Level 4 (T4/L4)**