In Level 2, issues with configuration, software installation, hardware repair (including in-house repair or depot service coordination) are handled. In some cases, they handle issues that Level 1 support is not equipped to handle.
Customers can resolve more technical issues by contacting second level support via the phone or online, usually by remote diagnosis. Support at the second level is also known as second level support, second level support, second line support, or second level support.
What Is Level 2 Support In It?
Technical support at Tier II or Level 2 is in-depth. Support is also known as administrative level support, level 2 support, and many other titles because technicians are experienced and knowledgeable about the product. In addition, they seek out known solutions to these complex issues as well.
What Is Level 2 And Level 3 Support?
In Level 1, simple customer requests require limited IT support, in Level 2, more complex problems are identified, and in Level 3, subject matter experts are brought in to assist.
What Is Level 2 It Technician?
You should perform level 2 technical support fixes on the desktop, including installing and upgrading software, installing hardware, installing file backups, and configuring systems. Ensure that tech support issues are resolved within the client-defined SLA on a timely basis by monitoring the corporate central ticketing system.
What Is A Tier 2 Support?
In Tier II (also known as Level 2 or L2), technical support is more in-depth and the technicians are more experienced and knowledgeable about a particular product or service, so the cost is higher.
What Is The Role Of L2 Support Engineer?
The primary responsibility of this position is to maintain the application systems in operation on a day-to-day basis, including identifying and troubleshooting application issues and resolving them. Functional knowledge of the applications that are supported and inter-dependent.
What Is Tier 2 And Tier 3 Support?
Staff in Tier 2 are skilled at handling complex customer issues and often use remote control tools to do so. A product engineer or developer is usually considered to be Tier 3 in an organization.