whats the differents between the levels of technical support

harrisit

i see jobs posted for level 1, level 2, and level 3

does anyone have any general critera for each level? i assume level 1 is mainly phone support, am i wrong?

keenon

all or most of them are phone support.
level 1 is basically desktop email and office,ect
level 2 is more advanced desktop support
level 3 is generally network support switches and routers

drewm320

The place where I worked broke it down like this:

Level 1 - Expected to know the basics about everything. Job is to answer the call and get off the phone quickly. Fixing the problem is not the priority.

Level 2 - Expected to have throrough knowledge of half the stuff supported. Two groups of Level 2 staff ensure that all support areas are covered. Job is to fix just about everything Level 1 can't fix and to document solutions.

Level 3 - There is one Level 3 group for each application/area supported. They do programming enhancements and bug fixes are are expected to resolve all support issues level 2 can't fix. The focus of their job is not so much to deal with the day-to-day problems but to make the application a stable and robust product.