whats the differents between the levels of technical support

harrisitharrisit Junior MemberMember Posts: 5 ■□□□□□□□□□
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?


  • keenonkeenon Senior Member Member Posts: 1,922 ■■■■□□□□□□
    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
    Become the stainless steel sharp knife in a drawer full of rusty spoons
  • drewm320drewm320 Member Member Posts: 68 ■■□□□□□□□□
    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.
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