What is a level 1 IT?
Level 1 is where personnel and support teams start to get directly involved in technical support tasks. This tier is customers' first direct contact with the company's employees so it is important that those in charge of providing assistance are ready to fix these issues.
What is Level 2 support?
Level 2 Support or Tier 2 Support (L2) is the escalation team in a customer service organization and is in charge of handling more complex and niche type tickets. In the event that the ticket is out of the scope of Tier 1 and will need higher system access, the task is to be handed over to Tier 2 for resolutions.
What is Tier 1 and Tier 2 support?
Tier 1: This is the organization's first line of defense,. Tier 1 support staff are usually solving basic issues like password resets or user problems. Tier 2: When a customer issue is beyond the skill of the Tier 1 staff to resolve, the issue escalates to Tier 2.
What is L0 L1 L2 L3 support?
L0 Tier of Technical Support. Understanding L1 Tier of Technical Support. Understanding L2 Tier of Technical Support. Understanding L3 Tier of Technical Support.